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?
Cath says
Hi
So, I have received a few holding emails from Provident and sent my complaint to the Financial Ombudsman on the 31st July. How long does it normally take them to acknowledge my correspondence? To date, I have received nothing.
Thanks
Angie says
I’m gutted on week 4 of waiting for my breakdown offer so thought that I would call provident for a update and they said that they have gone back to the fos with some data they agreed to settle my complaint I don’t understand why at this late stage they have gone back to fos are they trying to screw me out of my redress I’m disgusted with them thought that I was finally going to be free of them
Paula says
I would maybe speak to them again try get abit more clarification on what data they have went back with as surely if they have accepted the adjudicators recommendations it would be harder for them to backtrack now.
Paula
Angie says
My thoughts exactly paula I thought I was at the last hurdle the man on the phone wouldn’t tell me exactly what they sent off I just feel so disappointed I really hope they cannot backtrack their decision x
Paula says
I called them last week to check if they had any details of breakdown yet and the guy I spoke to said we haven’t even accepted the adjudicators decision yet. I said yes you have and asked to speak to someone else and then he came back and apologised sas he didn’t check correct system and yes they have but person allocated the case was off on holiday until this so he emailed her to see if she could pick up my request on return.
chris c says
I have just had a guy tell me something very similar they accepted my adjudicators view on the 29th july with the 6 weeks from then I suppose
James says
Hi Angie, I think at adjudicator level Provident have 2 weeks to respond, this must also be evidence based, I would be surprised that they have discovered new evidence. Hopefully they are just being awkward, you should receive redress from them. It is highly unlikely for ombudsman to change their minds.
Angie says
Thanks james hopefully they are just being awkward just feel so disheartened now I’ve emailed my adjudicator but probably won’t hear back for a few days feel like I’m back to square 1 x
James says
Hi Angie, I would not be too despondent. A decision has been made and provident have had 2 weeks to make an evidence based case for disagreeing with adjudicator. I really don’t think they have one. Even if they did have new evidence at this stage, it is unlikely fos would change their minds. Good luck.
Angie says
But they agreed to settle I just don’t know why they’re backtracking now or how they can go back on a decision unless they got something I’ve emailed Neil and had a automated response that he’s been away but will be back from the 27th so fingers crossed he can give me some answers.
sam says
So I received my letter from provident, they have offered me massively under the interest so I’ll be going to FOS.
I paid 872 interest on the loan the adjudicator told provident to pay. And they have wrote to me today and offered 192!
sam says
Turns out they’ve calculated it for the wrong loan. So now on the phone to them!!
Paula says
Hopefully that simple enough for them to sort for you and they don’t keep you waiting much longer to have it all resolved.
sam says
Got it all sorted today, finally got the right loan. Just means I’m going to be waiting longer for the cheque. But its finally almost sorted.
FYI they print the cheques on Thursdays so they told me today!
Gail says
Hi All,
I have only just come across this site in the last week. Can i just say the support on here you give each other is fantastic.
I have emailed the template letter complaint to Provident on Sunday night (23/08) and received an email today advising that my Data Rights request has been logged. Not sure what happens next but know that i can jump on here and ask
Good luck everyone :)
Sam says
Well had adjudicator decision bk upheld all loans 6-15 from April 2007 couldn’t do 1-6 as before April 2007but I happy to take that they given the hem 7 days to reply due to my I’ll health how likely is that from provident ,will it be stalled anyone have any ideas from experience
Lucy a says
Adjudicator agreed loans 7-12 for me (rest were pre April 2007) Provident were given until 29th July but I haven’t heard anything back yet. I have emailed a couple times first time I had a response saying they are working on my case but haven’t heard anything since. Some people have Said that normally after 4 weeks they respond so that’s possibly this week… I keep imagining getting post and a lovely Cheque being inside …. then I wake up lol
Paula says
Back in June they had to 2 weeks to response to adjudicators decision on my mums complaint they should have responded by 30/06/2020 but took to 31/07/2020 to accept decision. Provident told me they took longer simply because they have a backlog of cases to get through. Now they have 6 weeks to send a breakdown of the refund amount from date they accepted decision.
Hazel says
I just received a letter from provident only upholding one loan out of 24 , could not believe the interest , they have asked if I can provide more evidence they will re look at this . I have requested all my bank statements from when the loans were issued from 2007-2013 and emailed provident disagreeing with there conclusion and will provide them with my statements when they arrive
Sara (Debt Camel) says
were there any large gaps or was the borrowing pretty much continuous?
How much interest did they say you paid over those 6 years?
It may be difficult to get bank statements going back that far, but with a long period of relending the Ombudsman will normally find in your favour anyway. So just sent it to the Ombudsman if your bank can’t provide them.
Hazel says
I contacted the bank and they are sending on all the bank statements , the loans have all been continuous and the total interest was 17000
Sara (Debt Camel) says
great! You should get 8% per year interest added so even if the first few loans are omitted, that should still be a very large payout.
Russell says
Hi Hazel
I had a similar reply saying if you send more evidence we will look again. They upheld 11 random loans out of 45. I ask why the 11 where different to the out 34 and got a crap answer back, so just sent it to the ombudsman and let them decide.
stacey large says
hi, ive only just seen this on facebook, about complaining about provident, i had loans from 1990 to 2003. in which time had thousands of punds worth of loans, i was encouraged to finished 1 loan and get another 1 straight after i finished paying. in those days with a growing family and to make ends meet i was encouraged mostly around christmas time to get another loan out. can i claim anything back.
Sara (Debt Camel) says
Sorry, no claims about loans before April 2007.
Jill wray says
Provident loans. Don’t give up keep pushing. I started my complaint June 13th . I had 21loand total £10,250 interest £8911.40. I have been pushing Neil Iveson for a response and e mailed last night and said if no offer was forthcoming by the end of the week I would be reffering it to Fos on Sept 1. I said I wanted a refund on loans 7-20. Which interest total was £6911 + 8% interest. This evening he has come back with and offer of £9293.02 in full and final settlement. He said he would uphold my complaint on loans 9-21.
Breakdown is interest £6160.48
Statutory interest at 8% £3915.67
Less tax £783.13
Total refund £9293.02.
I am more than happy with this. So please don’t give up keep pushing.
Shaun says
Should i contwct neil even though got a letter last week stating they would not he upholding any of my loans as they thought the were affordable? Ive sent off to fos after that anyway
Lucy says
He will tell you the decision has been made . I would send straight to FOS
Cath says
Hi Jill
Great outcome for you! :)
Ive been waiting since the beginning of June for an offer so there is hope for me. Ive been emailing every week since the end of July for an update/decision but keep getting the “we are still looking into your complaint” emails back.
Will keep persisting
Enjoy your deserved refund
Jill wray says
I kept e mailing Neil Iveson and saying I would be sending it to Fos and it was in his best intetst to get this matter closed as the Fos were awarding very good amounts.
Georgina says
Wow that’s fantastic Jill, make sure you complete an R40 with the tax office you may be able to claim some of the tax back that they’ve deducted
kat says
Jill thats brilliant! Who were you dealing with at provident?. How did you keep pushing this? As ive already informed them im taking it to Fos. I just seem to get a standard reply email. Thanks
adrian says
Hi all. Just got my cheque this morning for £11,850..Only took six days from agreeing an a mount..thanks to everyone on this site and I hope everyone gets a good outcome.
Sandra says
Can any one help me. I wrote my complaint to morses and they have send me a list of my loans so what do I do now
Sara (Debt Camel) says
If you used the template letter in the article here, that isn’t a reply to your complaint. It is just a reply to the bit asking for a copy of your loans.
You should get a proper response to your complaint by 8 weeks from when you sent it in. Until then there is nothing you have to do.
Mark says
Hi Sandra, they did the same to us for my Mother in Law. It was a pain in the @ss but I sat and put all the information into a spreadsheet so we could see patterns of refinancing and also the totals. It really helped to not have to sift through all the paperwork every time I needed to check on something. I’m in the process of complaints too four different companies.
They have come back with an offer but its a lowball so im sending it to the ombudsman.
Sandra says
How long did it take them to offer
Lucy says
In July the FOS adjudicator stated loans 7-12 shouldn’t of been lent. They gave Provident until 29th July to respond. This date has passed and I still haven’t heard anymore. I’ve tried emailing both my adjudicator and the FOS complaints team for provident but never get a reply
Sara (Debt Camel) says
Email neil.iveson@provident.co.uk and attach the decision from your adjudicator.
Lucy says
I’ve tried before but got ignored
Kevin says
I’m in a similar position and I’ve had replies from him last night and this morning so he is replying to emails now.
However, they were very much along the lines of “We have a huge backlog and will get to your complaint in due course”.
Natasha says
I put a complaint into provident on 02 june 2020, have heard back today that they uphold 3 of the 17 loans i had with them from 2007 to 2015, reason saying I was able to afford them the other 14 now these loans were running at the same time that i had a dmp with cccs owing provident £1000 paying £36 per month and they still allowed mento get more loans from them. I rang the FOS and are lookin into my case. I am currently sent emails to 10 other companys that i borrowed money from do i need to put this in one ref for the fos……. this sounds so bad but i was made redundant in 2010 and got myself dragged down into debt and still paying now
Sara (Debt Camel) says
Good to send this Provident case to FOS, that sounds a very poor offer.
Any complaints about other lenders have to go to FOS as a separate complaint.
Natasha says
Thank you sara x
Shaun says
So i got my response from provident last week they said all was affordable so sent it to fos. Today emailed neil saying i had sent to fos and if he would look into my complaint to see if it could be sorted out before fos adjudicator has it. He said looking at my case breifly its probably best to wait for adjudicator however if there is something in mind they put it forward he would consider it. I had 13 loans from 2007-2014. What do you think is best?
Sara (Debt Camel) says
it’s up to you is you want to say how much you would be prepared to accept.
DO you know how much interest you paid on the loans?
Has the last loan been repaid? If so when?
Were there any large gaps between the loans – a tome when you had repaid all the loans and didn’t have a loan from provident for a while, before getting the next one?
Shaun says
I roughly worked out i paid around 5k in interest, i had loan after loan new loan to pay the last one off and a bit of extra cash from paying it off, every year for 7 yrs, had 2 loans running at the same time a few times too. Not sure how much the 8 percent would be on that loans ran from 2007 to 2014
Sara (Debt Camel) says
So that might be an extra 3k in 8% interest if all the loans were refunded, but that would be unusual (unless you had loans before 2007 which you are disregarding? If you did, then FOS might refund all the loans from 2007)
If it went to FOS you might get 5-13 refunded. Possibly loan 4, possibly only starting from loan 6. This is very rough, just going on what you say that the loans were continuous.
What sort of offer would you be happy to accept from Provident, knowing what you might get from FOS?
Shaun says
On the last loan tho i ran into trouble and 100 is still owed on it from 2014, i would be happy woth half to 3/4 of interest paid back
Sara (Debt Camel) says
so you want 2500- 3375 back out of the 5000? You could say you would be happy with 3000 plus the 8%.
Don’t let yourself be talked down by saying you repaid some loans early – you only did that because you borrowed more to pay them off.
Ashley says
I also did this, around 5 weeks ago and have yet to receive a reply but prior to me emailing him with a settlement figure (that he asked for) he was very responsive. Have left it with the ombudsman as he doesn’t seem to want to acknowledge my email. Good luck, hope you have more luck.
helen hunt says
I have just sent my complaint off using the template to provident to see if i can claim any thing back on the 24th of this month, i had a email this evening asking for my date of birth and address, ive sent this off, i am a bit worried as i dont really know how it works. i have had loans after loans since i was 18 i am now 50, i have loans which must be in the 1,000 s so i dread to think how much interest i have pain from 2007. do they usaully come back with an offer or are they more likely to refuse.
Christine says
I wrote to Provident and Naylors Both of which i have been a customer since the 1980s
in October 2019 both acknowleged the receipt of my emails provident kept emailing me telling me they were taking a bit longer because of the pandemic and thanks for my patience. i never heard nothing from Naylors at all
so on 8th July i decided to prompt them with another email asking what was taking so long and they took a few weeks to reply With they can find no record of a complaint from me and would i supply my name address and DOB I sent them the details and she sent back saying they sent me a letter by recorded delivery in July and she forwarded me a copy of the letter which said we have looked into this and all loans i had with their company were taken out over 6 years ago and all records over 6 years old are safely destroyed in line with the G D P R And because of this they are unbnable to proceed with the complaint.
Provident who i have been a customer of since mid 1980s sent me a cheque for a measly £3.63 with no explanation of what it was for. After sending a few emails they sent me one back which said they had refunded a couple of my loans and £3.63 was part the resolution as they had taken out my outstanding balance when i done my DRO.
I thought that once a year had passed after a DRO they were not allowed to seek recovery of the debt I have now decided to ask the FOS to look at it do you think i have a case
Sara (Debt Camel) says
What dates were you borrowing from Naylors?Do you have any evidence at all about your borrowing from Naylors?
What dates did you borrow from Provident?
I suggest you ask provident for a proper reply to your complaint, listing the loans you had, the interest you paid on each loan and the ones they consider unaffordable.
If Provident did a “proper job” assessing your complaint and deciding that loans A, B and C were unaffordable and that the refund should be £x, then the Ombudsman is likely to decide it was fair of them to reduce that refund by the debt to them that was in your DRO. This is what normally happened with PPI refunds.
BUT if Provident should have refunded a lot more loans, then you should still be getting the extra refunds for those other loans. provident are often making poor complaint assessments, so It probably is worth sending this case to FOS and saying you should have been refunded more loans.
Debbie says
Hi,
I’m new here.
It was just to see if anyone has had any luck for refunds with Loans at Home
I have not long submitted a complaint with them and wondered how other people’s experiences were with them thanks.
Kelly McCandless says
Hi Debbie, I complained in 2018 to loans at home. I had 32 loans. They said they were affordable so I sent to ombudsman. I waited a while to gave it picked up my adjudicator. They said loans 5 to 32 were unafordable. Loans at home disagreed so it was sent to ombudsman for final desision. They agreed with adjudicator. Just under 9K. I emailed loans at home same day and asked them if they could send breakdown through email as post was a nightmare during lockdown. They emailed back same day requesting bank details and it was in my account next day. Good luck.
Debbie says
Hi Kelly
Thanks for your reply!
Great outcome for you, I’m hoping to have similar news fingers crossed 🤞 x
Sharon says
Hi Kelly
How long did you have to wait, for the adjudicators decision, from when they started to look at your claim?
Sharon says
Hi Debbie
I have complained to Loansathome4u, they did not accept my complaint, as they said it over 6 years ago, so I took it straight to the ombudsman, with the final decision letter, the ombudsman are looking into the complaint now.
Sarah says
Hi don’t know if anyone can help me, over the years I’ve had loans with provident, loans at home, and Morses they have all be unaffordable but was still given them, I’ve got myself into a lot of debt recently took out a Iva will I still be able to put a complaint in I’m not sure what to do
Sara (Debt Camel) says
Can you say how much you are paying a month to the IVA? How recently was it taken out? Are yiu buying or renting?
Do you have any debts not inclined your IVA?
Sarah says
Hi Sara just wondering if you received my reply, should I use the template letter to start to contact the lenders thanks Sarah
Sara (Debt Camel) says
I haven’t seen an answer to my questions?
Sarah says
Took out the Iva in January this year I pay £100 p/m the only debts that are not in there is my phone contract and some court fines, don’t know why I didn’t go bankrupt this it was the initial fee will this stop my from contacting provident, and loans at home etc
Sara (Debt Camel) says
To answer your question, any refunds will go to your IVA company not to you.
These will not reduce your IVA payments unless the refunds are large enough to clear all the debts in your IVA and pay the IVA fees.
If you have had loans for a long while from these lenders, this is possible…
Can you say how large the debts are in your IVA?
Sarah says
Thought that might have been the case never mind was worth asking my Iva was about 25,000 so got no hope but thank you
Sara (Debt Camel) says
ok, BUT how are you finding making the monthly payments? Do you think it will be ok for the next 4 and a bit years? If not, you could talk to a good debt adviser – such as National Debtline on 0808 808 4000 – about whether it would be better to let your IVA fail and go bankrupt instead.
karen says
im just reading about this and wondering if anyone had the information for magnet loans and pinfold loans…. they began as magnet, went to pinfold and then got bought out by naylors.
Thanks
Sara (Debt Camel) says
how long ago was this?
sarah gunn says
Hi I received this from Provident is there anything else I can do?
Good afternoon,
Thank you for your email below dated 27 August 2020.
We can confirm we have previously investigated the concerns raised within your below email.
Unfortunately we wouldn’t be In a position to investigate the same concerns again.
We are sorry for any inconvenience caused, Please don’t hesitate to contact us for any further information.
Kind regards,
Shamas Munir.
Regards
Sarah
Sara (Debt Camel) says
When did you complain before?
sarah says
Hi, to be honest I can’t remember but it would probably of been a few years ago,maybe around time people were complaining about payday loans.
Sara (Debt Camel) says
Well you can’t put in a second complaint. Do you remember getting a response from provident at the time? Did that tell you you had the right to take your case to the Finacial Ombudsman?
Sarah says
I honestly can not remember.
Sara (Debt Camel) says
ok, well you can send Provident a Subject Access Request (email them at informationrequests@provident.co.uk) asking for a copy of all your personal infomration. The reply to you should be in there.
But if that reply says you could go to FOS within 6 months and you didn’t, there is probably nothing more you can do now.
sarah says
Great,thank you for your help!
SJD says
Hi I’m sorry if this has been answered before. I sent in a SAR to Provident to find out which loans I had with them from 2007 and they have come back with 6 loans. I know that I had a lot more with them than that and sometimes had 2 or 3 running concurrently. Has anyone had any issues with them not including all the loans.
Carl says
Hi I was just wondering how far back you can go claiming against your loans if anyone could help me with this question?
Georgina says
I believe it’s 2007
Allyson says
Hi. Ive just received a letter from shopacheck which is now morses club stating that they no longer have any of my details. Has anyone else had this problem. Ive been a customer for over 20 years. Any advise please
Sara (Debt Camel) says
when were your loans?
LC says
Hi, I called provident today to chase. The adjudicator said kind 7-12 were unaffordable and had given them until end of July and still heard nothing. I spoke to them who looked and said my case was sent to the recalculation team on the 12/08 and that on the 18/08 they attached my 2nd case too (basically greenwood and provident I originally complained about them both but they only looked into greenwood until the FOS adjudicator resent it off for the provident side on my behalf. (Not sure what has been done on the provident ones apart from it being attached now to my others)
Does anyone know how long you are in the recalculations queue for and what it is?
Sara (Debt Camel) says
I spoke to them who looked and said my case was sent to the recalculation team
Is this at FOS? or at Provident?
LC says
Sorry that was suppose to say I spoke to Provident today who said it had been sent to Recalculations team
Sara (Debt Camel) says
OK, I suggest you phone them again in another week.
LC says
Oh he did say try again in 2-3 weeks (I was thinking 1-2 weeks ) Do we know what this department do? He did say 9times our of 10 they do what the adjudicator advises… I was hoping that the recalculations team were the people who calculate the figures etc of interest… like many people this has been ongoing for nearly a year.
Georgina says
Hi Sara,
Can you possibly help me with some figures as to what to expect if my complaint is upheld please. I’ve had the following loans with Provident;
1/8/2013 £500, interest £300 – paid up 19/11/2013
15/11/2013 £500 interest £410 paid up 10/6/2014
15/11/2013 £500 interest £410 paid up 10/6/2014
6/6/2015 £500 interest £445 paid up 30/12/2014
6/6/2014 £500 interest £445 paid up 30/12/2014
6/6/2015 £650 interest £578 paid up 30/12/2014
29/12/2014 £500 interest £445 paid up 10/11/2015
29/12/2014 £1000 interest £890 paid up 10/11/2015
29/12/2014 £1000 interest £890 paid up 10/11/2015
6/11/2015 £2500 interest £2225 paid up 28/5/2016
30/9/2016 £1250 interest £1285 paid up 3/7/2017
6/1/2017 £1000 interest £1028 paid up 3/7/2017
7/4/2017 £800 interest £822 paid up 3/7/2017
18/10/2017 £1000 interest £1106 – outstanding
5/12/2017 £2000 interest £2784 – outstanding
The total I still owe is £2611.07; they have offered £3670 less the amount I still owe, so have sent a cheque for £1058 They have upheld my complaint against loans 2-3-7-8-9 and have said all the others were affordable.
Sara (Debt Camel) says
That looks like a dreadful offer – unless you were suddenly earning a lot more from 2015!
Have they explained why they have not upheld the later large loans?
The interest figures you have given – they are what you actually paid? For the last two loans where there is still a balance, do you know how much you have paid to each loan, ignoring if it was interest or capital, just the total payments?
Are the last two loans still with Provident or have they been sold to a debt collector?
Georgina says
The remaining two loans are still with provident but I don’t know how much is owing to each individual one they didn’t give me that figure, they’re currently being paid under a debt management plan.
The interest figures are what I actually paid.
They don’t actually say why they only upheld certain loans and not others and to be honest my income actually went down slightly in 2015 as I was made redundant and couldn’t get another job on the same income.
I’ve not cashed the cheque they sent as I understand that means I’ve accepted that amount as settlement, I do know however that they have already used the offer they made to wipe my outstanding balance off.
Sara (Debt Camel) says
ok, to double check to make sure I am not trying to add up “apples and pears” in the same column…
– the “interest” figure you gave for loans 1-13 were the actual interest you paid on the loan.
– the “interest” figure you gave for loans 14 & 15 is the total amount you have paid to that loan
Correct?
(If you had settle early/refinanced any loans (from the dates this may may not have happened) then you would have paid less interest then you were quoted at the start. If the interest numbers for 1-13 came from provident recently, then they will be what you actually paid.)
Georgina says
The figures I quoted were actually on the Final response I received. Is it worth me giving them a call to ask what interest was actually paid on each loan just to make sure?
The interest on the 2 outstanding loans would be the total amount I would pay I think so it may be that the figures are different for the others, I’d never thought about tht
Kerrianne says
Good afternoon ,
I contacted FOS for an update on my claim that has been with them since the 5th of may . The guy that answered my call said he will take my case on himself so presumably he is now my adjudicator? How long is the process from being assigned someone?
Thanks
Georgina says
When I spoke FOS last week they said that when the adjudicator receives your file from Provident it can be 4-6 weeks for them to investigate and respond to you he told me that it is taking longer because Provident have a back log so aren’t responding to queries as quickly as they should be doing.
Kerrianne says
Hi thank you for responding.
My adjudicator phoned today and has upheld loans 3-8 of 8 loans. The correspondence has been sent to provident and they have been given until the 18th to respond. Fingers crossed for a quick positive result.
Kaz says
Bit of hope, rang the ombudsman for an update on my Provident and Morses claims. Both still waiting on them for info so the agent has now taken on my Provident case and is going to chase it up and get an outcome ASAP. Morses has to be assigned a specialist adjudicator as they are more complex cases but am quite happy things are finally happening. It’s a long wait but hopefully will be worth it.
SILVIA says
Please, can anyone help me!! I need to make a complaint to Shopacheck and Provident!!. What will be the first step!? I’ll be extremely grateful.
Many thanks
Georgina says
There is a letter template on here which you can use to send to them, just amend it to your details and send it over to them via email, they normally respond quite quickly to acknowledge your complaint then that’s when the waiting game starts, just make sure you keep on top of them chasing for an update, after the 8 weeks deadline was up I chased them on a weekly basis.
Sara (Debt Camel) says
The article above explains what you need to do, withh a template letter.
Sarah says
Hi Sara, please could you help me again. I put in a complaint to Morses club,they have sent me copies of my old loans but have not really acknowledged my complaint just the letter just says Thank-you for your email requesting a statement and signed copy of your documents.
So not sure what to do now.
sarah says
Sorry, I just seen you had to write to Morses Club about the complaint so I will do this.
Also I had loans with Shopacheck before they were bought by morses do you know if I can put a complaint in with them. Thanks.
Lou says
Hi. FOS emailed today to let me know provident had upheld my complaint, this was against Glo guarantor loans who are owned by provident. Does any have any info on how long it will take to receive my payout? Thank you
LC says
Hi, Thai is fab news.
How long after the adjudicator gave the decision did it take provident to agree please?
Lou says
16 days but been told it can take 6 weeks to find out how much
LC says
Thanks for your reply. I’m awaiting Provident to respond to the Adjudicator decision. It was sent in July and the adjudicator gave them until 29th July but haven’t heard anything. I rang Provident this week who said it’s with the recalculations team now. (Not sure what that means lol) they have had it for 3 weeks he said
Charles says
Good afternoon Sara,
Provident have sent me my list of loans. A total of 23 loans from September 2010 to August 2014. Loan value of £17,600 and charges of £15,708.30 making a total of £33,308.30.
I defaulted on the last 7 loans – They have stated that these were sold to Lowell and if I require further information on them, I should contact Lowell. I am already paying Lowell through Debt management program (DMP). I think they sold to Lowell about £8k+++ The balance according to my DMP statement is now £6k++
My question is – in event i have an award, will they deduct the outstanding amount first or all the award will be paid to me.
On 12/08/2020, they sent me an email that they they are still looking into my claim however i had the right to contact FOS which I have.
Yesterday I called FOS. The gentle man I spoke to told me they have received my complain but it is not allocated to a case worker yet because they have a backlog. He also said I have the right to complain to the Ombdusman as they have not resolved my complain within the required time (56 days from the day I sent my complain to Provident). I told him I will call next week to find out if I now have a case worker.
Thank you
Regards,
Sara (Debt Camel) says
If they uphold your complaint – and on that much lending it sounds like a strong case! – then when they have calulated the refund, this wil normally first be used to clear the balance with Lowell.
Of course if the last loans are upheld, interest has to be removed from the balance, so that would mean you owe Lowell less so less of the refund on the repaid loans will be needed to clear it.
The bad news is that provident at the moment are often not making reasonable offers. See this new article I have just written on this today: https://debtcamel.co.uk/provident-complaints-rise-offers-too-low/. Some people may be able to get a LOT more money by rejecting the provident offer and going to FOS.
As a side issue, what other sorts of debts are in your DMP?
Charles says
Hi Sara,
Thank you for your response. I keep my fingers crossed they uphold most of the loans. There is basically no gaps between the loans and the collector used to break loans into small amounts and assigning them different repayment periods. Say a loan of £1800 would be broken into £500, £600 and £700 and you end with three loans signed on the same day.
The other things on my DMP are credit cards, bank loan from Halifax and pay day loans I had before I got involved with Provident.
Amanda says
Hi, I have sent my complaint to provident on 11th June 20. I’m a bit concerned because I entered into a trust deed 2 years ago but this failed after only a few months as I ended up on long term benefits. Would any refund I receive still go towards the trust deed even though it failed?
Thanks
Sara (Debt Camel) says
I will ask a Scottish adviser to reply.
Alan McIntosh says
Hi Amanda
It should not. The Trust Deed failed and you were refused a discharge. The Trustee will have removed himself from being in charge of your Trust Deed also. Essentially the Trustee ripped it up.
Mandy says
Thank you for your reply
kaz says
Has anyone had any luck getting a refund from naylors? Ive emailed them to start my claim and theyve sent someone out to my house today to see if im serious about it – he said noone has suceeded in getting a payout from them and asked if i had a figure in mind. I told him it wasnt personal but i didnt want to speak to them in person – to keep all correspondence in writing/email. Ive now had an email saying they will send all documentation via recorded delivery to me.
Im just wondering if i do have a case – we had loans since i was a new mum and carried on for around 30 years. I started small but was encouraged to go bigger and bigger. I had no choice but to reloan when i was struggling to find the payments and the new loan would pay off the balance of the old loan, hence i had a small amount to spend. They never asked for proof of income (i was always on benefits due to being disabled and couldnt work).
Since ive managed to get out of the habit of using loans to pay for xmas and other things like washers, etc over the years ive realised how ive struggled when i shouldntve done. I have so much more money now and manage to much better instead of paying like £100 a week for a loan where half was interest and half was to pay for the loan.
Im wondering is it worth it? thanks
Sara (Debt Camel) says
They are a tiny lender. Provident and Morses are massive in comparison, so Naylors are hardly ever mentioned. But exactly the same rules apply to them.
If you borrowed reapea=tedly from them for years, you probably have a good complaint. The fact your loans tended to get bigger shows they were getting you into more trouble, not really helping you at all.
You can only get refunds from April 2007 onwards.
Ask them for a list of your loans and the amount of interest you paid on each loan. Then if you want to suggest an amount you would be happy to settle for it’s up to you. But at the moment you probably have no idea how much interest you paid!
kaz says
thank you so much – yes i did find we were in a vicious circle with the loans and you paid half the loan amount in interest so, if you got a £1,000 loan you paid £500 on top. Which, at the end we were getting the £1,000 loans. Im just so glad i managed to get out of the circle.
I look forward to seeing what paperwork they send me. As i paid by cheque each week i will also have my bank statements to show what payments we made. I also have a ccj which im ashamed to say but we were really struggling at one point, with me not working and having our children. I also have a couple of accounts i pay £1 a month on, hence, i can show we were struggling.
thanks so much
Christine Andrews says
Good Afternoon, I sent my complaint to provident over 8 weeks ago, they answered within a couple of weeks and created a portal for me. They have not sent the details of all the loans I had with them ( I’ve requested these twice). I am now ready to send my complaint to the FOS as they do not appear to be dealing with my request for details. I’ve tried filling the FOS form on line and attach my credit report, but it won’t let me do this??… can I print out the form and send my credit report with it?… it’s quite a lot of pages so do I just send the bit with details of provident on?… would really appreciate any advise
Sara (Debt Camel) says
I suggest you send the FOS complaint in without it, then when FOS get in touch say you have your credit report and how can you send it.
FOS don’t want people sending in lots of paper – there will be an easier way!
Christine Andrews says
Thank you Sara
I’ve sent it off without it and explained why I couldn’t send it with the complaint!… going to now support my partner in sending his as they haven’t sent a break down of his loans either and it’s over 8 weeks
Hazel says
Hi Sara
I received a call this afternoon from Neil Iveson, he came up with an offer for £12000 , I negotiated respectfully and we have both agreed an offer of just under £15000 . Thank you so much for this site and for others don’t give up as you will win in the end .
Shaun says
Did they orginally offer you some refunds? They rejected mine and said they were all affordable. So its currently with the fos
Hazel says
They only offered me one refund on a loan , I emailed back rejecting the offer and stated I would provide more evidence , I also advised them that I would like to resolve this without escalating this to FOS , I had already put my complaint in to the FOS however after accepting there second offer I cancelled my complaint
Michelle says
Just after a bit of advice. I complained to Provident back in February. They went over the 8 weeks so I went to the financial ombusdman then in July I received an offer and cheque from Provident upholding 6 out of 28 loans. I stupidly cashed the cheque and informed the financial ombusdman of this. Yesterday I received a email from the ombusdman who have upheld 27 loans and it looks like they are under the impression I rejected providents offer but in letter they have sent to Provident it says “You should add together the total of the repayments made by Miss Wilson towards interest, fees and charges on all upheld loans without an outstanding balance, not including anything you have already refunded” Does this mean Provident may have to uphold the other loans they didnt refund or have I been too hasty by accepting the offer they made.
Jayne says
I received an offer from them before forwarding to FOS, I didn’t cash the cheque and I am currently awaiting Provident coming back to me after the adjudicator said more loans were unaffordable to me and they should refund. Did your offer from provident state the following, . Please be aware this cheque will be issued in full and final settlement of your complaint and by banking this you are confirming your acceptance of the outcome.
If it did I think as you’ve cashed the cheque there isn’t anything else you can do, I’m sure Sara will be able to confirm
Natalie says
It says on my FOS letter that they have asked provident to refund all of the balances plus interest less any refunds already made?
So surely if they have asked this there may be a ray of hope to get the rest refunded even if you have had some settlement previously ?
Michelle says
Yeah it said that on mine too. I really hope so. The interest I’ve paid over the years is ridiculous, my refund wasn’t great so I’d advise anybody else who receive a cheque out of the blue to fight temptation and wait for an ombusdman decision x
Rp says
Hi Natalie, I am in a similar situation . Have they replied to you anything yet?
Sara (Debt Camel) says
Wait and see if provident object, saying the case is settled.
This just shows how very bad provident’s offers are :(
Michelle says
Yeah it stated that cashing the cheque was accepting full and final settlement. I could kick myself for being so hasty. I’m glad my debts gone and I got a cheque for over £1400 which was handy with a new baby in the house and my partner being off work due to covid but looking at the interest on the loans that the ombusdman upheld I could have been alot better off.
Sara (Debt Camel) says
ok, IF Provident say the case is already settled (and you don’t know yet that they will) I suggest you go back to FOS and say you think this is unfair, you had assumed provident had made you a fair offer inline with what FOS would say and that that was why you cashed the cheque, but now you find the provident offer was very unfair you don’t think provident treated you fairly bu sending the cheque and not explaining that you could have got more by not taking it. Say they took advantage of your vulnerablity.
Amy says
My mum is in the same situation, cashed a cheque from provident for £1200 as she’s been off work due to ill health. The only difference was the letter she received did not say anything about accepting full and final settlement.. only said it was for ‘goodwill’ with no other details. She has told the FOS so just waiting to see what they say.
Sara (Debt Camel) says
That is a big difference.
Ruth says
I have just escalated my complaint to the ombudsman so I’m just wondering what happens now as I’m totally new to this?
Jayne says
Unfortunately it’s a waiting game, they don’t seem to be dealing with the complaints in any particular order.
I sent mine in April, but it didn’t get assigned to an adjudicator until August
Shaun says
Dis provident reject all of your loans ?
Jayne says
They only agreed to refund two out of the 22 so I sent in to FOS, it was assigned to an adjudicator and I received a response on 5th August saying they disagreed with provident and they should refund interest on loans 4-22. They gave provident until 19th August to respond. The adjudicator has confirmed this week that they still haven’t received their response and that that their contact team are in touch with Provident and have been told that there is some delays in responding to their assessments.
Shirley says
Mine went to the FOS last Sept original complaint went in Last July still not heard anything. But others gett8ng results quicker so it does seem to be random. Good luck though
alyson says
Thankyou for the template, i’ve bit the bullet and even though i am still paying a loan with provident i have sent the letter to them, i have been with them for about 15yrs, the payment book i have still goes back to 2012 and the total interest on that amounts to 3000, so will have to see what my loans were like before this date, all the loans i had from them overlapped and i would get another that would pay what was left on the last or have 2 running along side each other………..
i will have to print the letter out to send to morses as i still have my payment book from when it was shop a check that only shows loans 15-19 though.
Can i ask once these are sent and they send me my full loans details, do i need to do anything else from there or do i wait for them to message me again thanks
Mark says
Hi Alison, Morses set everything out on paper and it can be a bit over whelming To be honest. I put all the information into a spreadsheet So you can total everything thing up at the bottom, that way it also makes it easier to see which loans were taken out to pay off previous loans.
Debbie says
Hi I have had a reply from loans at home I will post below, I’m wondering if bank statements etc need to be sent to them as I do not have this bank account any longer,
As part of my investigation I have identified that I need some additional information from you in support of the allegations that we have lent irresponsibly. This information will allow me to undertake a more detailed evaluation of your lending history by correlating this evidence with signs of financial difficulty. Therefore in respect of the claims being made can I ask you to send me a copy of your bank statements for the months of November 2014, April 2015 and September 2015, within 15 days of the date of this letter and advise why it’s believed that we have lent irresponsibly.
The statements you send to me should show the complete month – and detail your income received and normal day to day living expenses for the month including; mortgage/rent, utilities (gas/electricity/water), insurances and food.
Alternatively, if you have any other documentation or evidence that supports the allegations being made then please forward to me using the methods detailed below;
Sara (Debt Camel) says
You can get bank statements from closed accounts but this can sometimes be a slow process. I suggest you start asking for these NOW as they will help your case at the Ombudsman. And the sooner you ask the better.
How many loans did you have from them? How large were they?
Debbie says
Hi Sara
Thank you for your help,
I had 19 loans
On estimate around £9000 in Total
Thank you
Debbie
Sara (Debt Camel) says
ok, interesting that they just asked for three bank statements. Were a lot of your loans more than 6 years ago?
Debbie says
Yes I found this strange aswell as I have been a customer of loans at home since 2007!
Should I query this with them?
Thanks
Sara (Debt Camel) says
No but I suggest you try to get bank statements going back as far as you can.
Debbie says
Ok. I’ll get onto this just now.
Regards
Debbie
Justin says
My partner had multiple Provident loans over the last 7 years so i helped her put together a claim for the interest paid which was in the region of £5000. After waiting 9 weeks we finally got our Final Response offer of £700 (interest from just 1 of the loans). As you can imagine she was not happy with this so we sent all relevant claim details to the FOS & are waiting for a response.
Agreement Issued Value Interest Weekly Rate Paid Up
1094407151 13/10/2014 £200.00 £120.00 £10.00 13/05/2015
1106187578 11/05/2015 £400.00 £328.00 £14.00 24/05/2016
1118604157 23/05/2016 £700.00 £574.00 £24.50 05/04/2017
1129421110 04/04/2017 £1,000.00 £872.00 £36.00 25/04/2018
1134675139 21/12/2017 £500.00 £436.00 £18.00 12/09/2018
1137110576 06/07/2018 £1,000.00 £872.00 £36.00 10/07/2019
1137895497 07/09/2018 £1,000.00 £1,106.00 £27.00 12/02/2020
1141750559 09/07/2019 £1,000.00 £872.00 £36.00 12/02/2020
David says
Does anyone have Neil phone number please?
Georgina says
Neil is I believe working from home as are most of the staff at Provident so its best to email him. From what I’ve seen though I think he only responds if you’ve had a final response from the complaints team but anything is worth a go :)
David F says
Just put my letter in so we’ll wait and see
David says
Just had mine and the wife’s statements I’m sure they have only sent to loan statements for me when I had more
The wife’s interest is £10000 over 11 loans
And mine is £6000 on the two loans but there must be more as the two loans paid the balance on other loans ?? Wait and see now should I ring them and see what they say
Tony says
Hi Sara
Posted here earlier in the year. I started my complaint with provident in January I had 19 loans from 2007 to 2013. They made me an offer of 4000 on 5 random loans, I didn’t cash the Cheque and complaint was already with FOS. Couple of weeks ago my adjudicator called me and said he had wrote to Provident and given them until today to respond to his decision. He said that loans 4 onwards should not have been given to me and my complaint should be worth significantly more than the 4000 offered. Do you think its worth emailing Neil Iveson with the decision?
Unfortunatley I am at risk of redundancey at the moment and wanted this settled asap. Should I still not cash the original Cheque I was sent?
Thanks for all advise on your site.
Sara (Debt Camel) says
It’s understandable to want this Settled soon, but Provident do very often accept adjudicator decisions so try not to worry. If the adjudicator deadline has passed, yes email Neil and explain your circumstances and the adjudicator decision.
You could ask him if you can cash the cheque and carryon with the Ombudsman case. But unless he says Yes it’s better not to complicate things by cashing the cheque.
Have you added up the interest paid on loans 4-19?
Tony says
Ok Sara I will mail Neil today.
Yes I’ve done a rough calculation on loans 4-19 the refund plus intrest come to alot more that the original 4k its more like 20k plus.
Thanks again and hope more people get a good result.
Sara (Debt Camel) says
and then you would have 8% interest per year added on top of that amount!
Tony says
Yes that’s what I’ve done👍 really glad I stuck with FOS.
Jo says
Hi Sara,
I took out loans with satsuma and provident around the same time, do I email them separately a complaint? Sorry if I sound thick but I know they are the same company as such.
Thanks Jo
Sara (Debt Camel) says
I would send them two separate complaints.
Manxie says
Hi Sarah,
About 4 weeks ago, Provident sent a list of my loans. I contacted them saying I wished to pursue a refund etc etc. They responded saying they would be in touch within 28 days. I have just received an email which states ” We can assure you that this matter is still under investigation and is receiving our urgent attention. We expect to be able to provide you with a full response in due course.”
Then it goes on to say ” In view of this and in line with our complaints procedure. You have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of this email.”
Shall I now take this to the FOS? If so, what do I include in my initial email? Or do I wait say another few weeks?
Many thanks.
kaz says
hi, ive received my paperwork from naylors – they said they only keep last 6 years as per rules. i have added up i paid 6,000 in interest. How do i get any paperwork from before that? also, they took over from another firm called pinfold and magnet before that – i cant find a contact for them – how do i find that please or should i just stick to the last 6 years with naylors?
What do i do now please?
thanks
Manxie says
Hi, I have another query.
I have now contacted the FOS, has anyone been successful in obtaining a refund with bank statements? Is it essential to have them? Only reason I ask, is that in 2012 I had a DRO, my Provident was included, I also had a bank overdraft which was included, as soon as the DRO was granted my bank closed my account without warning and no communication. That branch has now closed its doors. If I need to get copies, how do I go about it and would it be a lengthy process.
Tiffany says
Hi
I made my initial complaint a year ago and provident didn’t respond in 8 weeks so I went to FOS. Provident responded 7 months after my initial complaint, they didn’t uphold it. FOS responded in 8 months after I contacted them and upheld my complaint setting out the standard recommendation (refund interest plus 8% plus update credit file), they gave provident 2 weeks to reply but provident (using COVID as an excuse) replied to FOS 4 weeks later stating they agreed.
That agreement was 8 weeks ago and I’m yet to hear from provident with a breakdown or offer.
I tried calling after 6 weeks but was told that they would not discuss the situation with me as the complaint is with FOS
I’ve emailed Neil and have had no response
I have not been contacted and had a portal set up like others have mentioned
Tiffany says
**cont’d**
I’ve been following this post almost religiously and sometimes I laugh at my:
– I go into a very vicious cycle with provident
– the loans were unaffordable and there were times (pre-food bank days) that I was literally going hungry
– life got better (somewhat) financially when I stopped paying the ‘unaffordable’ loans
– however, this left dents on my credit file which has meant I’ve still only been able to get essential things on credit with ridiculously high interest rates
– the cycle has left me out of pocket
– when I made the initial complaint, if provident offered my £500 I would have actually accepted it
– my calculations shown I can expect well over £10,000 and I’ll accept nothing less now because of the shameless way provident have handled my complaint (ignoring me etc)
Surely it would be in providents best interest to pay this ASAP as interest in calculated till the day payment is made?
I say all of this to say, there’s hope for anyone waiting or thinking about applying. I’ve not quite reached the finish line but I’m almost there.
Best wishes all
rab says
Hi Sara
Looking for some advice please. Just recieved final response from Morses. Had 26 loans with them from June 2012 until May 2019. They are saying they cant look at loans Dec 2011 to July 2014 as they are older than 6years. They also say for loans issued between Dec 2016 and May 2019 that they wont look at them either as they updated there affordability assessment. (These loans were the largest issued.) Conclusion is that appropriate checks were made on rest and will recieve nothing, except for 3 loans Aug 2014, Sept 2015 and Januart 2016 to which they cant find the application for these loans, so they have upheld them 3 and offered £987.97. Any suggestions on what i should do? Any help is much appreciated.
Thanks
Sara (Debt Camel) says
I suggest you send the case straight to the Financial Ombudsman. Who will hopefully look at the earlier loans and will consider the later loans and see if they were affordable or not.
Jo says
Hi Sara, I’m upto week 8 on Monday with my complaint to mutual! I know most are provident on here so I’m not sure how it will go! I won against amigo so we will see! Anyways I’ve asked for a list of loans and credit in initial complaint then I read their policy and it said they make contact after wk 4 with progress so on wk 6 I replied to their initial acknowledgment to say this and ask for my loan list again! I had a swift reply to say it was still being looked into and I will have a decision on the 14th which is Monday so I obvs won’t be making contact again till at least Tuesday! My question is do they have to send me my loan history? As they seem to be swerving my request! As it’s all cash and paper card records I can’t remember
Thanks
Jo
Sara (Debt Camel) says
Yes they do have to send a list of your loans.
Jo says
Twice I’ve asked and still nothing! What do I do about it?
Sara (Debt Camel) says
Why not wait until their response to the complaint? It’s only a day or so away. If they have rejected it, send it to the Ombudsman. If they have made an offer, say you can’t decide whether to accept until they have sent you the complete list of your loans,
Russell says
Hi All
A big thank you to Sara and all the people who have posted comments. I started my complaint with Provident on the 13th July 2020. I had my final response on the 20th August 2020 up holding 11 out of 45 loans and an offer of £5,125.65. I rejected this offer and sent an email back asking why they upheld 11 random loans, and to come back to me with a better offer. Got an email back saying they wouldn’t be looking at my complaint again, your next step is the ombudsman. On the 24th August sent to the ombudsman. I then just phoned and sent emails, then ask for a full data access for my file and pretty much just made then know I wasn’t going away. Then I had a response back from Neil who wanted to talk to me to see if there was anyway forward. We spoke yesterday and agreed £17,500 as a full and final settlement. I think I’ve been luck it’s only taken 9 weeks. Another big thank you to all the comments they really do help.