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?
Jayne says
I love to read everyone’s success stories, especially when provident have to pay out more than their original measly offers.
I complained nearly a year ago and I’m very nearly at the end of my journey.
FSO gave provident until 19th August to get back to them as they said loans 4-22 were unaffordable to me. I have had two updates to say Provident have a backlog and it’s taking them longer to respond to the FSO’s assessments.
It does seem Provident are prioritising the claims where they can mutually agree a lower amount and save the company money, rather than the ones already ‘in the queue’
What I don’t understand is why FSO give provident a dead line if they don’t stick to it
LC says
Hi Jayne, I started my complaint last November, Adjudicator gave Provident until 29th July… they went OST this date. Yesterday I had a response with the calculation (pretty much what I worked it out to be) and I should receive Cheque in the next 14 days.
Jayne says
Hi LC,
That’s brilliant, well done!
Is this the first response you’ve received since the deadline they gave provident or did they agree with the adjudicator first and then yesterday they provided you with the breakdown of your redress?
Lc says
I rang them a week or two ago and they said it was in the recalculations queue and then I heard again yesterday. I didn’t hear from them before saying they were in agreeance with provident though:
Jayne says
Oh really, that’s good to know. Thank you.
Hopefully I’ll hear back soon.
Happy spending when you get it 😀
kaz says
sara – can you advise me what to do now – naylors have only sent 6 years worth of paperwork whereas on my bank i can see back to 2011 and i know ive had loans since 1988 but the company changed hands 3 times. Im unsure now what to do?
Sara (Debt Camel) says
You can only go back to April 2007. I suggest you send the case to the Ombudsman and provide your bank statements back to 2011 – and say you had loans before that as well.
kaz says
thank you so much…
Lisa says
Hi
I submitted a claim with provident at the end of June. It has now well and truly gone over the 56 days, and I have been ringing up weekly since they went over the 56 days, and each time I’m fobbed off saying that they cant tell me how far along my claim is and that I need to be patient.
My patience is wearing thin and I’ve had enough, I have complained to the ombudsman but not heard from them. Literally do not know what to do
Can anyone help
Jayne says
Hi Lisa,
I submitted my compliant to Provident in October last year. I received an offer from them in April this year, I declined the offer and sent it to FOS. I didn’t hear back from them until it was assigned to an adjudicator at the beginning of August. The FOS agreed that loans 4-22 shouldn’t have been given to me and I am awaiting a response from provident.
Unfortunately there’s no consistency in how quickly they’re responding. It does seem to vary case by case.
I have been told provident do have a backlog and they’re taking longer to respond to FOS assessments.
Georgina says
Try sending a copy of your response from FOS to Neil Iveson, he may be able to help speed it up. I spoke with him last week regarding my complaint and he said he’s getting inundated with emails now though so taking him a while to respond to people.
Shirley says
Know how you feel mine went in July 2019 to the Fos in September 2019 not heard a thing. I get so annoyed. The Fos said they would make mine a priority a few weeks ago still heard nothing. Ive just emailed provident but dont hold out any hope. They were quick enough to collect their money from you and quick enough to encourage you to borrow even more. Good luck
Julie says
I first emailed to Financial Ombudsman after the 56 day passed with Provident, this was 6th March. 26th August came and I got an email from Financial Ombudsman off a case worker to tell me he’s taken on my case so hopefully that’ll give you an idea of what time scale it took for me to get things moving along. Provident had until Sept 9th to reply to Ombudsman’s findings but we didn’t expect them to reply, so now we need to give them a push.
Jane says
Hi I have taken out loans from 2012 until now the total amount loaned is Loans 3850
Interest 3068.20 just wondering if anyone can give me some info I have logged a complaint 5 weeks ago and have recieved a break down of my loans over the years thanks
Ashley says
Adjudicator has given Provident til 17 September to respond to them. They have ruled in my favour for loans 5-9. What happens if they don’t respond by the date? Any help is much appreciated.
mandi says
Hi sara I keep getting a reply from provident saying they cant find my account with my names ive given them they have said they will contact me within 28 days if I do need to contact the Ombudsman im not sure what to put to them
Lisa says
Hi does anyone have the email address for Neil? I have made a complaint and asked for statements when I received the statements I went through them and I noticed that there was fraudulent entries on the statements as to who had collected the money, they said a certain person had collected my weekly instalments was my stepfather, my loan was with provident and he only collected Greenwood’s also he wasn’t allowed to collect from family members, I think they have just put a random name on my statements if they are lying about that what else are they lying about, I have asked to see the original signatures of who collected the money, I complained about this over 4 weeks ago but I have not had a reply as yet.
Debbie says
Hi, I’ve just had my case won with ombudsman who agreed with adjudicator that loans 6-19 should be paid back to me from Loans At Home does anyone know how long it will take loans at home to pay out, I’ve accepted their decision and sent my bank details to loans at home.
Kelly McCandless says
Hi Debbie, the day I got my desision from ombudsman I emailed loans at home with reference number and requested breakdown. I also told them I would like BACCS transfer due to covid situation. I emailed them on 18th may, had breakdown by 19th may and it was in my bank by 21st may. They were very quick and efficient ( unfortunate they took 2 years of messing about lol) make sure you ask for a tax certificate so you can claim tax back. You can do that online. Good luck and congratulations.
Kelly
Debbie says
Cheers kelly I’ve rang them the lady dealing with my case said it as been sent to the line manager for approval and she is of for a week! Typical lol so hopefully next week I should have my money.
Mine as took just over a year with them as well but I didn’t mind as I knew it would be a long process.
Thanks for your advice kelly
Sarah says
Hi Sara,
I’ve referred my Provident case to the FOS and they have picked it up and requested my case files from Provident back in July. As of today Provident have still not replied to FOS.
I’ve emailed Neil a few times but he’s never gotten back to me. I’m at a bit of a loss, is there anything else I can do or is it just a wait and see game? My case won’t go any further until FOS get the info they need, so is this a new Provident delaying tactic?
Sara (Debt Camel) says
It may be a delaying tactic or they may just be swamped by complaints. I don’t think there is anything more you can do at the moment. If provident have still not sent over your case file in another month, come back here?
Lauren birkinshaw says
Hi sara, I contacted provident with a cope of the template on the 12/7/20, I got there acknowledgement email on the 16/7. Then I got an email on 7/8 saying sorry for the delay they aim to be in touch within 28 days, then another on the 4/9 saying they’ve been unable to resolve at this time but its still on going. What would you advise going forward please. Thank you
Sara (Debt Camel) says
Well it’s over the 8 week point so you send it to FOS now.
I think I would do that – as the moment Provident are too often making pretty poor offers – if that happens to you you would be pleased it is already at FOS and earlier in the queue to be looked at.
Claire says
This is exactly what happened to me, I sent my first complaint 8 July 2020 I called provident on 2 September and they told me they were still working on may/June complaints and I wouldn’t hear anything for another month, i forwarded my complaint to the ombudsman 3 September but not heard anything from them yet!
Lauren Birkinshaw says
Hi sara, thanks for your response, I havent had any info at all about me loans, how many etc. What do I send to fos please. Thanks again
Sara (Debt Camel) says
See the Sending a complaint to the Ombudsman section in the article above. Your complaint can be quite short and simple, just a copy of what you sent to Provident. Say you sent your complaint on dd/mm/yy but you haven’t yet had a response or a list of your loans, but you think you borrowed roughly between 2010 and 2017 (or whatever).
Debbie says
Got paid today from loans at home even tho yesterday after speaking to a lady from complaints team she said it would be next week as needed authorising and the person was away, well today she rang me back to say she had took it to another person to get it authorised and within hours I received it (thankyou lady). This as took me 16 month in total but was to be expected as loans was from 2007.
Good luck everyone.
Jane says
Hi I have taken out loans from 2012 until now the total amount loaned is Loans 3850
Interest 3068.20 just wondering if anyone can give me some info I have logged a complaint 5 weeks ago and have recieved a break down of my loans over the years thanks
Jamie says
Hi
What is Neils email address
Georgina says
It’s Neil.Iveson@provident.co.uk
ShaunF79 says
Who is Neil Iveson? Can he help if you have made a claim through the FO and they have ruled in your favour?
Sara (Debt Camel) says
The adjudicator will have given provident a time limit to reply. Has that time passed?
ShaunF79 says
No, they have 4 weeks to respond and they’ve had just under a week so far.
Sara (Debt Camel) says
I would wait until the time is up.
Sarah Perring says
Neil is the CEO I think ? I e mailed him every day until I got a response as the FOS adjudicator wasn’t getting anywhere I put a claim in in Oct 2019 and finally received my cheque last Friday and was banked the next day!!!
Neil was eventually very responsive and I cannot complain as he did what he said he would do so I’m finally free from all pay day loans now thanks to this site I would never have known Who Neil was
Sarah says
Hi… I but a complaint in on 14th August 2020, I had a reply saying they where going to deal with it that reply letter came 21st August 2020, then yesterday ( 16.9.2020) I received my statements and loan details but only going back 6 years at my current address, I rang and spoke to someone and asked them where the rest of my statements where from my 2 previous addresses and their reply was we only hold records for 6 years does anyone if this is true? As if it’s not true then I’m due statements going back to 2007. From reading the above comments my 8 weeks make will be 9th October 2020, what do I do next?
laura says
i had this problem i sent email everyday i had phoned the complaints and customer services numerous times too they tryed to say i only had 12 loans and thats all they sent in my list when low and behold i eventually got all loans threw today and there was 45 of them if i was u i would just be persistent and constantly phone as i think they are just trying to fob people off
Gail Lyle says
Hi Sarah
I submitted a complaint and received my statements by email today.
The ones they have sent me go all the way back to to 2008
I was worried about this my loans were between 2008 – 2013 so thought they would say the same
Hope this helps
Gail
Sarah says
Hi Gail .. my loans only date back to 2014 as they have told me they don’t hold records for more than 6 years .. but I have loans dated all the way back to 2003, I know I can’t claim from 2003, but I should have records of loans from 2007-2014 but they said they haven’t got them x
Gail Lyle says
Hey
Well they definitely do as i received mine today :/
Id give them another call maybe x
Sarah says
Ok Hun will call them tommorow thank you x
Stacy says
Hiya. Can I ask if you called them quite quickly after the initial enquiry was submitted? Did you use the form on their website?
Gail Lyle says
Hi All
I submitted a complaint on the 23/08/2020
Received confirmation on the 25/08/2020
Received my loan breakdown today
Had 11 loans in total from 2008 – 2013 (I had a lot more but were pre 2007)
8 of the 11 loans were turned over before paying up in order to get the next loan, which was always bigger.
Based on the comments Provi have been quite quick to respond to me. Just need to wait for next step now.
Can i just clarify, is the 28 days given to respond for the full complaint of just (i used the template off this site) to respond with the list of loans?
Thanks in advance
Gail says
Sara,
Are you able to advise me on this please –
Can i just clarify, is the 28 days given to respond for the full complaint of just (i used the template off this site) to respond with the list of loans?
Thanks
kirsty chapman says
I submitted my complaint on 14/07/20 and so far I’ve had nothing but too emails saying they are still looking into it and i do have the right to go to the FOS if I do wish.
I rang them yesterday and asked what was going on as they had gone over their own timescales to be told they’ve received thousands of complaints, and they’ve taken in extra staff last week to deal with the back log. I asked why I hadn’t even received my breakdown and I was told I’d get one with my outcome letter or I could go a SARS request. I opted to go for the SARS request and they’ve just emailed me asking g FYI or my full name and DOB and they’ll respond ASAP with my info. I did ask for confirmation about going to the Ombudsman as my email said I had 6 months from the date of the last email to do this, is this correct, as the email was just to say they were still lookingInto my complaint and nothing more. I’m absolutely petrified to get my breakdown as I know I’m going to be utterly disgusted, both myself and my partner had loans from 1999 until last year!!!!
Claire says
I am at exactly the position, I submitted my initial complaint 8/7/2020 had two emails saying they are still looking into the complaint. I put in a SARS request on 16/9/2020 as i cant remember any dates or loan amounts (i do remember there were lots). I forwarded my complaint to the ombudsman on 2/9/2020 but this is yet to be picked up due to their backlog of work. Its all a waiting game!! Once i have the loan details from provident i will begin to collate bank statements and proof of my financial struggles during that period which i can forward to the ombudsman. I would forward your complaint to the ombudsman now, you can do it online and just copy your initial complaint that you sent to provident, this will get the ball rolling. Good luck…
Kirsty says
Thanks for your advice, I think I’ll crack on post haste!! Good luck x
kirsty chapman says
UPDATE!!!
Further to my last comment, I sent a SARS request but then sent them a crappy email saying that they were now outside their own timescales, also that when I spoke to a Provi adviser on the phone they said that they’d taken on loads of new staff to clear the back log so how come it was taking so long? I also mentioned I belonged to a forum that supported people with Provi complaints and that it had been noted that complaints were not being dealt with in strict date order. That was yesterday morning, yesterday at 2pm I received an email back with my response and offer!!! If didn’t have as many loans as I thought which made me feel better, but out of the six they were only upholding two as they put emphasis on me to bring it to their attention that I was struggling. However the offer is not a bad one as the loans they are dismissing were small and they were upholding the largest ones, so I’m only losing a small amount of money which I’m happy about.
However really pleased with the outcome and couldn’t have done it without debt camel and the help from others. Who post so a massive Thankyou I’m now better off by £3369.96 just waiting for the cheque!!!
Keep going and don’t give up just keep bugging them!!!
Elizabeth says
I Just got my SARS today didn’t realize i had taken so many out !! worked out 8 loans were not affordable with 8% interest i am hoping for around £12,000
Pat says
Can I ask how you’ve come to that figure?
Elizabeth says
I can see which loans were not affordable by cross referencing bank statements and how many missed payments i had then being offered a new loan then adding 8 %, but that’s just my opinion !
Pat says
Don’t want to be negative as every case is different but my hubby just had his decision after FOS ruled in his favour and from borrowing £8,500 and then ruling on all loans, 9 in total, his refund was just over £200! Still owes on 1 loan but only £600. Good luck with your complaint I hope it works out for you.
Kirsty says
I’ll keep my fingers crossed for you x
kirsty chapman says
Cheque arrived last Friday so clearly shows they aren’t dealing with them in strict date order, which I did oointvout to them. Thanks again for all the help from everyone .
ShaunF79 says
How long did you wait? Did you go via the FO and if so, did Provident do exactly as the FO instructed?
Kerry Smith says
My Provident loawas from 2009 to 2014 I never really paid them off I always paid the interest and now I have been paying a debt recovery for the past 2 years can I claim off Provident even though it’s gone to a debt recovery thanks for reading
Sara (Debt Camel) says
Yes you can!
stefanie turner says
Hi Sara had a payout from provident a couple of months ago, they said part of my claim would go to Lowell to pay off my debt £2450 but I only owed them £928 as I’d paid the rest off, should I get the remainder back do you know? Thank stef
Sara (Debt Camel) says
Yes you should, ask Provident what has happened.
stefanie turner says
I have but keep being thrown from provident to Lowell to vanquis but none of them seem to know
Sara (Debt Camel) says
Was the payout direct from Provident or via FOS?
stefanie turner says
It was from provident
Sara (Debt Camel) says
Then tell them you are sending your complaint to the Ombudsman if they haven’t got this sorted in 2 weeks.
Ash says
Have asked previously but think my question has been missed? Ombudsman have ruled in my favour and given provident til today (17/9) to respond. What happens if they don’t respond by the date? Thanks for any help.
Matt says
Good luck provident has until 20 August to respond to me from adjudicator
Still waiting
Disgusting company
Jayne says
Hi Ash
I’m in the same situation.
Adjudicator ruled in my favour and gave provident until 19th August, I’ve emailed the adjudicator twice and they keep saying be patient, provident have a backlog and they’re taking longer to respond to their assessments. It makes me wonder what the point of the timescale is if they don’t adhere to it?
Julie says
Hi Ash,
How long did it take for your complaint to be picked up by the adjudicator?
Many thanks
Ash says
We started our complaints on 18 March 20 so it’s been around 6 Months. Not happy with my refund as think they’ve miscalculated so am now in the process of taking it back to the ombudsman.
Kaz says
Some good news at last, adjudicator has ruled in my favour for all loans issued. They have given Provident until 2 October to respond. What happens if they don’t respond by the date? Apologies if this has already been asked and thank you for any help.
dave says
hi the adjudicator gave me a date 23.july still waiting no response from fos or provident thanks
Tracy says
Hi. My partner and I have received an offer. Only on a couple of loans but are probably going to accept it. My question is as we are currently on benefits will this affect them?
Thanks
Sara (Debt Camel) says
Only on a couple of loans – did you not have many loans, or are you saying thus isn’t a good offer but you are happy with it?
Do you have other debts? How large is the offer? What benefits are you getting?
Tracy says
My partners recieved a 825.31 refund on two loans. I received 868.10 on one. We are ok with this offer and cheques arrived this morning. Only received offer yesterday !!
We are currently in receipt of carers allowance, pension credit, state pension & PIP.
I don’t know if the DWP will count this as income with the statutory interest being liable for tax.
Thanks
Sara (Debt Camel) says
I think this is treated as extra capital you get not income. The capital allowance if 10kfir pension credit
Jamie says
How long did it take? Since complaining
Tracy says
I filled in the comllaints form on the 2nd July.
Tom says
Hi i send the letter away, provident saying they will look into my complaint only took couple of days for them to acknowledge your template thanks. However my loans are from 2000 to about last payment 2012ish , i have no information at all. can i use information on loans pre 2007 as evidence or will i only get information from that yeat on?
Sara (Debt Camel) says
They should send you a complete list of loans. It can be hard to get this put of them as you will see if you read back through the comments here.
If there is a list of loans pre 2007, then these can be taken into account in establishing a pattern of repeat borrowing.
Tom says
Thank you Sara real helpfull. Will keep updates on progress. Tom
Tom says
Got reply today by post only sent me info on 2 loans one 29/9/2007 1,000 loan 1,600 tap 650,00 charges, 2nd is 2 month before 28/7/2007 1,500 loan 2,400 tap 975,00 charges. So i think thats that as i have no proven records of previous loans. Thanks again
Tom says
Loan 1, 000 tap 1,650 charges 650. I am going to presume it means total amount payable? I have loans which predate those 2 but they could well be last ones i took out couldnt afford to pay last one, took alot longer than the agreement
Sara (Debt Camel) says
ok total amount payable is principal plus interest plus any fees.
So now just wait for Provident’s response to your complaint. You can send it to FOS if they don’t reply within 8 weeks.
Tom says
Thank you so much for the help
Pat says
Anyone had any luck with Morses? Myself and my hubby put complaints in back in March. Morses wrote back saying they didn’t see any evidence of mis-selling so both cases have been escalated to the ombudsman. I rang them for an update and they said Morses complaints are a lot more complex than the others. Just wondering what the chances are of the ombudsman ruling in our favour as Morses don’t see any wrong doing. And also any idea on how long it takes. Thanks in advance.
Sara (Debt Camel) says
In the first half if 2020, Morses lost 2/3 of the cases at FOS.
Pat says
Ombudsman have just ruled in my favour for Provident on every loan I had so do you think they will say the same for Morses?
Sara (Debt Camel) says
Possibly, but thus is a separate complaint and you shouldn’t assume you will get the same result.
Timbouk says
I’ve only been with Provident since October 2018 but between then and March 2020 have had 11 different loans with them a never fully paying off a loan as a new loan is offered to include the balance. Thinking back I was never asked about existing credit card payments in my income and expenditure with the customer agent. All that was said is ‘ I can see other stuff with I guess you are sorting’.
I am now struggling to make my weekly payment do you think it is worth raising a complaint ? Thanks
Sara (Debt Camel) says
If you think the payments are too high for you to be able to make without having to borrow again, then complaint.
While the complaint goes through – which can take a long while – look at a payment arrangement letting you repay the current loan at a lower more affordable rate. If you have other probable debts, it’s usually easier to talk to StepChange and get a DMP to cover all the debts. Then if you win an affordability case the DMP will get paid off much earlier.
Kelly McCandless says
Hi all, I was wondering if anyone could tell me how long it takes or should take for loans to be removed from your credit file after having a complaint upheld by the ombudsman? Although they are showing as settled they will still have an adverse affect on my credit file. My complaint was upheld in may. They paid out quickly and issued my tax certificate but haven’t removed them from my file. Thanks in advance.
Kelly
Sara (Debt Camel) says
They should have been sorted by now! Phone them up (is it provident?) and complain. If they don’t say it will be sorted soon, go back to the ombudsman and say .
Kelly McCandless says
Hi Sara
Thanks I will give them a phone on Monday. No not provident it is Loans at Home. I will chase them up.
Thanks
laura says
hi sara just wondering how does the 8% intrest work out if you have more than one loan i have 41 but no sure if it is per loan or per claim all in if that makes sense do you know at all
Sara (Debt Camel) says
It’s complicated. It depends which loans are refunded and when you made the payments to them. Have you gad an offer from Provident?
laura says
no but just wondering as with amigo they didnt uphold the 8% do was just wondering how it all works tbh still got a few weeks left with provident but no hopefull reading some the comments on here is roughly 14500 intrest alone
Sharon says
Hi can anyone tell me, that once you have gone to the ombudsman, and they advise that you did not complain 6 years ago, or ought to have known there was a problem, 3 years ago, what are people’s responses to that?
Sara (Debt Camel) says
Yoh should reply saying when and how you found out that the lender should have checked the loan was affordable for you. eg (and this is just an example, don’t copy thus out, change it so it is right for your case)
“I didn’t know Provident was supposed to check I could afford these loans until my sister said In February this year that she had seen an advert on Facebook about claims. Until then I thought I just was good with money which was why I had to keep on borrowing.”
It doesn’t matter how or when you found out out, you may have seen a newspaper article, have got an email from a payday lender saying you could claim as they had gone into administration, have a friend who is putting in a claim about a guarantor loan. There are no wrong answers, just say what happened.
Sharon says
Hi Sara
I have done all of this, but they have said, that it is out of the jurisdiction, I said that I knew I was paying a lot of interest in 2017, but did not think that was cause to complain, I just thought it was my fault, and that it was only in 2019, that I saw an ad and realised, that I could complain, I have asked the adjudicator, to pass it to the ombudsman, but I know that they usually agree, with the ombudsman, I had 16 loans with Loansathome4u, and now feel gutted, that I won’t see a penny of what I have paid, any other advice please.
Sara (Debt Camel) says
Ok, well nothing more to do except wait for the Ombudsman’s decision.
Sharon says
Thanks Sara
Will let you know the outcome.
Christopher Patrick says
Hi
I have contacted short term finance and they called me today saying they can’t look at claims over 6 years. Do these companies keeps records before this as they said they have no records of me. I was wondering how far back you can claim.
Thanks.
Sara (Debt Camel) says
You can go back to 2007. Do you have any details of the loans?
Bridgeen Donnan says
I received this response from Naylors today, can anyone help please? I have no details of the loans
Hi,
Thank you for replying with your details.
After doing a thorough search of our system I can find no record of you ever having been a customer with us.
If any loans you believe you had are over 6 years old we will no longer hold any information for these as any data over this period is safely destroyed or deleted in keeping with GDPR guidelines.
Please contact me if you have any further questions.
Kind regards
Vicky
Sarah says
Hi Sara,
I complained to Morses back in March and received a letter saying they wouldn’t look at it due to the timeframe and being outwith 6 years. I stupidly didn’t go to FOS at the time, and I then found out that Morses own Shopacheck, so wrote again regarding shopacheck, but they replied back saying they had already looked into it. So it turns out they assessed my loans with both companies at the same time, but this was not clear or mentioned in the letter. I’m now 2-3 weeks outside the 6 months to refer to FOS, have I lost my chance with this one?
Jayne says
Hi All,
Anyone still waiting for Provident to come back to FOS?
They gave them until 19th August and I’m still waiting.
Just wondered if anyone perhaps that had been given a deadline of July had received a response? Tia
Kaz says
My hubby has, they were given until 17 sept to reply and he had a cheque and breakdown this morning. Try ringing them, I found them really helpful with my complaint and they have pushed mine along, provident have until 2 Oct to reply.
Jayne says
Thanks Kat, I will try that
Natalie says
Hi still
Waiting here – got agreement to pay on the 1st of June and should
Of had offer within a 5 week turnaround.
Heard nothing after 6 weeks so went back to Fos who chased.
Prov then emailed me on 20th of August for my full name etc – sent back then nothing
Sent to FOS again who gave prov a deadline of 27th August , I have chased but heard nothing to date.
Jayne says
It’s so frustrating isn’t it?
I am going to give them a call as Kaz suggested, see if that helps
dave says
hi fos gave provident till 23rd july to sort had nothing since emailed and phoned fos and prov
Jayne says
Hi Dave, have FOS not provided you with any update eiher? they told me to be patient and that they will let me know as soon as they hear back from Provident. I do understand that these are unprecedented times, but Provident seem to be processing the backlog they have randomly and I don’t know what the purpose of the dates FOS are giving them when Provident clearly aren’t adhering to them.
dave says
hi it seems that the provident just do claims as they want but dont bother with the ones that go to fos because they know they wont push it as all fos say is wait theres a backlog but provident are sorting claims that are a few months old
Jayne says
Have you heard back yet?
Ashley says
Received my response from Provident today (after ombudsman ruled in my favour), also received a cheque. To say I am disappointed is an understatement. I can’t make any sense of their calculations as the amounts don’t seem to correspond with my payment book, and I have no idea how they have worked it out but from borrowing £6,500 over 2 years with an outstanding balance of £1,232 I have been awarded £159! And that is every loan being upheld.
Sara (Debt Camel) says
Can you go back and ask for an explanation showing how much you have paid to each of the 6 loans.
Ashley says
I have my original payment book. It’s really frazzled my brain, ive tried working it out all different ways but I don’t get to the amounts that they do. They state in the letter that any monies outstanding are being written off yet they have included the figure in their calculations. I just don’t get it. Not sure if I should take it back to the ombudsman or just forget about it.
Sara (Debt Camel) says
So they have given you some of the numbers in the calculation? Can you put them on here? I don’t think you you Should give up until you think the offer is roughly right.
Ashley says
Letter states
“we have taken the decision to refund the interest paid plus 8% where applicable on all of the above loans. Where you have an outstanding balance this will be written off and no further payments will be required from you”.
The breakdown states
Interest you have paid towards your account £999.95
8% interest added on the interest you have paid £446.87
20% hmrc deduction £89.37
Refund due after 20% hmrc deduction £1,357.35
Upheld outstanding capital (the original amount you borrowed) balance £1,198.00
Upheld interest remaining (that we will write off) £1,663.00
Not upheld outstanding capital (the original amount you borrowed) balance £0.00
Not upheld interest remaining £0.00
Total balance outstanding £2,861.00
Refund due £1,357.45
Total outstanding balance minus upheld interest (refund to be deducted from this) £1,198.00
Refund amount due to you by cheque £159.45
New payable balance outstanding on your account £0.00
Total loans 1-9 including interest £6,531
Loan 7, 8 & 9 have an outstanding balance of £2,861 in total.
Sara (Debt Camel) says
Ok, then go back and ask for a statement of account for each of the 6 loans, that should show the payments you made to each loans,
Ashley says
So I’m definitely not reading it wrong? Appreciate your help.
Sara (Debt Camel) says
I don’t know, what bits do you think are wrong? What should the numbers be?
It’s not unknown for a lender to make a mistake. If you get a break down of the interest paid by loan, it is usually easier to spot errors and get them corrected.
Ashley says
I have my payment book so can work that out, where I’m confused is the outstanding loans. If the interest can’t be included does that mean whatever has been paid against them is deducted from the loan amount only (Not including the interest and charges)? Think I may have to ring them and get them to explain it to me.
Sara (Debt Camel) says
does that mean whatever has been paid against them is deducted from the loan amount only
Yes. So if you borrowed 800 and had 600 interest added and have paid 250, then the balance would be changed to 800-250=550. Then any refunds from settled loans will be used to pay off that reduced amount.
Ashley says
That’s what I thought, but they have said the outstanding amounts are being written off but then they have used it in the breakdown which is where I’m getting confused. Think I better ring them tomz lol. Thank you.
Sara (Debt Camel) says
Sorry, but as I have said before, you need to ask for a statement of what you have paid for each loan. The settled loans and the outstanding ones. If you just ask for an explanation you will get more confusing words.
Moira Kefford says
Hi i have made an unaffordability complaint against provident and the 8 weeks are up, I have rung and chased them but they said they are facing a backlog. Should I send to fos now or wait until I hear something from them?
Sara (Debt Camel) says
I would send it now. Provident are often making very poor offers, so it’s better to get into the Ombudsman queue.
Moira Kefford says
Thankyou sara, I have now sent it off the Ombudsman. I have asked provident for a breakdown list of all the loans I have had but still waiting on that too.
Lucy says
Hi, I’ve sent the initial letter to provident asking them to send me details of the loans I had with them. After a few weeks I now have this but they have said there is no evidence of financial struggle at the time and basically will not be refunding anything. So the next step is taking it to the financial ombudsman?
Sara (Debt Camel) says
Yes.
Jane says
Hi Sara I have taken out loans from 2012 until now the total amount loaned is Loans £3850
Interest 3068.20 just wondering if anyone can give me some info I have logged a complaint 5 weeks ago and have recieved a break down of my loans over the years thanks. Have called them a few times to be told there’s no update as of yet.
Sara (Debt Camel) says
Not sure what info you want? There is nothing to do at the moment until it gets to 8 weeks.
Jane says
I’m just wondering if they make an offer what would be a reasonable offer for those amounts and could you explain what the 8% interest is?
Sara (Debt Camel) says
How many loans did you have?
Any gaps between them?
Do you still have open loans?
Jane says
8 loans all together was always offered a new one to pay off the remaining of the last one, no breaks in between and roughly 1200 left to pay now
Sara (Debt Camel) says
then an offer to refund loans 3-8 or 4-8 would probably be OK. You might get earlier loans included if you go to to FOS but you might not . The 8% can add up to a lot but I ccan’t guess. provident seem to do the calculation fairly, so the imnportant thi g is to focus on how many loans are being refunded – if that is fair then the overall amount probably is.
Moira says
Hi sara,
Sent my complaint to the ombudsman yesterday and also sent email to provident to tell them that is what I have done. They have emailed back saying they have sent the relevant information to do with my complaint to the complaints team who will call me. Does this mean they have sent the info to the ombudsman? Thankyou
Shirley says
Well 15 months and still nothing despite FOS saying it would be made a priority and after emailing Provident last week who also said they would send the business file to the FOS as a priority. Its so frustrating and the claim company I used are a waste of time and basically told me that once it goes to the FOS its out of their hands. How often Sarah do you think is acceptable to email Provident and FOS again. Thanks
Sara (Debt Camel) says
Once a week to Provident?
Shirley says
Thanks Sara I appreciate all your advice and help.
Thanks Shirley
kaz says
hi, ive received a letter from naylors finance offering £1200.00 – ive worked out ive had 10 loans totalling £10,000 with the same again for interest paid…. is this a good offer or should i take it further for more?
thanks
Sara (Debt Camel) says
So they are offering you a bit more than 10% of the interest you paid. That sounds a poor offer, doesn’t it?
kaz says
i thought the same – i was thinking £4,000 would be decent but i dont know if im being unrealistic? what do you suggest i do next please
thanks
Sara (Debt Camel) says
I suggest you send the case to the Ombudsman to look at.
kaz says
thank you so much – is there a template letter i need to use as not sure what to say?
Sara (Debt Camel) says
No template. See the Sending a complaint to the Ombudsman section in the article above which looks at what to do.
Charlie says
Good evening Sara,
Fos is asking for three months bank statement prior to me taking the Provident Loans. My first loan was in September 2010. I have contact the bank I was banking with that time for copies but they say they dont have them since it is over six years now.
Will this work against me?
Sara (Debt Camel) says
FOS is used to this. If you have continuous borrowing, after a point FOS normally decides Provident should have made more checks. If you have bank statements this can sometimes be earlier in the sequence so more loans are refunded.
Charlie says
Thank you Sara.
Paying the loans completely defeated me in October 2014. The bank has been able to give me statements from 01.08.2014 to 07.11.2014. I will go back to them and ask how far back they can go.
Charlie says
Good afternoon Sara,
I got an email from provident that – “if I am open to the idea, they are happy to look at making an offer of settlement which could help us reach a resolution a lot more quickly. This may require a degree of compromise from both of us…….”
My case is already with FOS.
Will it be okay to hear what they have to offer? or I should let FOS deal with it now.
Thank you.
Sara (Debt Camel) says
Interesting – this came out of the blue? You hadn’t contacted provident and asked if they could make you an offer/
there is no harm in listening! Do you have a complete list of your debts and the amount of interest you paid on each?
Charlie says
No. I did not contact them asking them to make me an offer.
Yes. I have the complete list of loans. I had got them from them before. They also detailed the loans in their email.
23 loans in all from 30/09/2010.
16 paid – loan value of £12300.00 and interest of £10,174.30
7 loans with DMP – loan value of £5,300 and interest of £5,534.80. Payments made todate via DMP is £2,205.97
Thank you.
Sara (Debt Camel) says
OK, so when provident get back with their settlement offer, kiij at how many loans they are offering to refund and how much interest was paid on those loans.
Charlie says
Good morning Sara,
I got another email yesterday asking best time to discuss a resolution. They have not made an offer in the email.
Could this be a good thing? What sort of questions should I expect in such discussions?
Thank you.
Sara (Debt Camel) says
They may ask what you are happy to settle for.
they shouldn’t do this – a lender should make you an offer in line with what the Ombudsman would say…
But it’s worth listening and trying to get an acceptable settlement now.
The fact you ended up with so many loans in a DMP shows they didn’t do enough checks! The loans in the DMP, do you know how much you paid to provident before they went into the DMP? Is that included in the £2,205.97 number, or is that just payments to the DMP?
Charlie says
Thank you Sara. I await their call. If I don’t hear from them this morning, I will call them in the afternoon.
True, I did pay to provident towards the loans on DMP but i don’t have the records. The £2205.97 is what I have paid through DMP.
I hope the discussion will be sensible and this is drawn to a close soon.
Thank you for all the help.
Charlie says
Good afternoon Sara,
I have spoken to them.
They said they will write off the outstanding amount of £6710.83 – this amount is inclusive of interest.
And they will also give me a cheque of £6500.00
I asked them how they arrived at the figure. The answer was that it is what they think is fair. That they have not investigated my loans but have had a brief look at the account. That they have a backlog and it is going to take long to throughly investigate my loans. That there is no guarantee that the loans will be upheld. That If I accept the £6500, it will help them reduce their case load.
Interest on paid off loans is £10,174.30
Outstanding loans without intrest is £5,300.00 and I have paid £2159.38 via DMP
In your opinion, is £6500.00 truly a fair offer?
Thank you.
Sara (Debt Camel) says
Can i check – are the DMP payments going to provident? Or have they sold the debts?
Charlie says
They have sold the outstanding loans to Lowell. The DMP payments are going to Lowell.
He said if I accept, they will call back the loans from Lowell.
Sara (Debt Camel) says
ok so in the end what is a fair offer depends on what you think, not what I think.
But let me talk about the numbers you have given. All in very rough numbers.
The loans fall into two groups.
You say you paid £10,000 interest on the ones that were settled. And these were between 2011 and 2014. My guess is they got larger over time. So lets say you paid most of the interest from 2012-2014. So the added 8% interest might be 7 years on average – that would be 56% extra, say 50% for easy numbers.
But from FOS you probably wouldnt get the early loans refunded. Let’s say you might get 8k refunded from these. It could be more, it could be less.
8k + 56% is about £12,500
Then there are the loans that were outstanding. You borrowed £5300 and have repaid £2160. So actually the balance once interest is removed would only be £3140.
So you are being offered 6500 and a write off of 3140 – a total redress of £9640.
Whereas you may well get 12,500 going to FOS, writing off the balance and a cash refund of £9,300
It’s not a bad offer. It could take a long while going through FOS. (There is also a small chance that Provident could go under, but that doesn’t seem very likely at the moment.)
Charlie says
Thank you Sara.
This is very helpful.
Their figure of £6500 is without following due process as they said they have not investigated the case.
I am going to ask them to follow due process. I just hope my case will not go back to the bottom of the tray.
I will come back and post when I get an out come.
Regards,
Sara (Debt Camel) says
ok, your choice.
Personally I would decide if I thought the refund was good enough, but I understand that some people want their case properly looked at.
Cj says
So I got details of all loans today …from 2008 til today .I borrowed 11850 and interest for this was 12950….I’ve st least three to four loans yearly all of which either ran in to each other or were refinancing to enable more money I’ve been paying every month from 2008 ..I’ve got 600 left to pay which I’m paying at 100 a month do you think worth pursuing
Sara (Debt Camel) says
That sounds like a very strong complaint to me.
Leigh says
Hi Sara can I ask what I do now they have sent me details of my loans? They haven’t said I’m intitled to any money or anything just a list of loans, do I have to ask how much refund I’m due, also I was put to a debt company as I struggled with payments
Sara (Debt Camel) says
If it has been less than 8 weeks since you complained, just wait until the 8 week point.
If it has been more than 8 weeks, ask Provident why they haven’t responded to your complaint and unless then send yoh a response very soon eg within a week, send the case to the Ombudsman.
Ruth says
Hi
I contacted Provident 10 weeks ago and only had a reply saying that they were looking into it. 2 weeks ago I escalated to the ombudsman and have not heard anything back and then today I have received an email from provident stating that they are upholding two of my loans and are willing to pay £1100 back to me for these. These loans are in the middle of my listed loans having 20 in total. On adding up the interest on all of these it is £11000 so what should I do now? Should I want to hear from the ombudsman although I haven’t even received an acknowledgement or should I cash the cheque when it arrives? TIA
Jayne says
I received an offer back in April from provident for a little over £1,000, like you they were only paying on two loans. I sent it to FOS and they ruled that they should repay me on loans 4-22 and I’m still waiting for Provident to respond to FOS whether they agree or not. FOS gave them until 19th August and I’ve been told by FOS to be patient. I didn’t cash the cheque I received for the £1k but I guess it’s whether or not your happy with their offer or if you want to pursue for more and can wait as it might take some time.
Sara (Debt Camel) says
That soudns like one of Provident’s very poor offers. You could get 5 or even 10 times as much by sending the complaint to the Ombudsman.
Ruth says
This has already been sent to the ombudsman so is it just a waiting game for them to contact me now?
Sara (Debt Camel) says
Good, you are already in the queue then. Now:
– tell Provident you are rejecting their offer
– send a copy of the offer to FOS and say why you are rejecting it.
Mike says
Don’t cash the cheque if it arrives Ruth. They will see it as an acceptance of full and final settlement.
Ruth says
Thank you – I’ll update if anything else happens
Dan says
Is any one else still waiting for a response from provident I’m on week 14 and still no reply to my complaint only one I received was at 8weeks to say I can send to fos which I did I have emailed provident but all I get is if we pass them 56 days u can go to fos just wonder if any one else is still waiting I have also emailed Neil a couple of times but no luck thanks
Cath says
Hi I am having the same issues. I am emailing Neil every 2 weeks for an update but have had nothing back at all. My complaint has been ongoing since beginning of June. I have had a run off of all my loans etc and have sent my complaint to the FOS but had nothing back from them either. They are very busy so I guess patience is the key.
Matt says
Hello
I feel your pain, started appeal 28/8/19
Ombudsman rules in my favour gave until the 8th august to respond and no reply whatsoever !
It’s disgrace ombudsman can’t and won’t chase and just accept they will respond when they want.
So frustrating
Sarah says
I first emailed in June and a few times after asking for 56 days then 28 which have all passed, I’ve had no information about my loans and after my last email they said I have the right to go to fos which I’ve done so now I’m still waiting.
Pat says
Ombudsman told me they could chase Provident as they have for me. I also have complaints with morses but they can’t chase those as they are more complex. I would phone them again.
matt says
Hello Finally after nealy 8 weeks of awaiting Provident reposnse to teh FOS decision to uphold loans 4-6
I have today had email saying that provident accept theie decision and will be in touch with me directly within 6 weeks (doubt that will happen)
Im now awaiting provident offer but im not sure what is correct as 2 of 3 loans uphelp were sold to Lowell, How will this work please?
i have a balance with lowell of £55 as all been repaid via DMP
Issued – Value – Total Amount- Interest Paid
6 – 20/05/2014 – £400.00 – £756.00 – £356.00 – sold to lowell
5 – 11/10/2013 – £2,000.00- £4,032.00- £2,032.00 – Sold to Lowell
4 – 04/03/2013 £400.00 – £728.00 – £328.00 – 12/11/2013
thanks
just after a possible figure as not sure where i stand with DMP payments
Sara (Debt Camel) says
Provident should calculate your refund taking into account all the payments you made to Lowell in the DMP as well as the payments you made to Provident.
Matt says
Thanks for reply I’m just not sure
Would they have sold the full amount outstanding plus the interest ?
Would I have paid the interest owed in my DMP?
If so would I be right in saying around £2500.
Plus interest ?
Sara (Debt Camel) says
You need to add up what you have paid to Provident and to Lowell. Ignore whether Provident says this is interest or not.
Jayne says
That’s good news Matt, they should’ve responded to FOS by 19th August so gives me hope that mine shouldn’t be too far behind.
I hope you’re not waiting too much longer and enjoy spending your well deserved cash when it finally arrives.
Matt says
Thanks but what I’ve waited over 12 months this far so not holding much hope will be done soon
Especially when fos says provident will respond in 6 weeks directly to me !!
Be shocked if that happens
Just so frustrating !!
Hope your response comes soon
Jayne says
I know what you mean, it’s nearly 12 months since my initial complaint was made too, maybe someone on here can let you know how long they waited in similar circumstances, although it does seem to vary considerably case by case.
Sam says
I too had an email from fos today saying provident had agreed to there assessment so I am due a refund on loans 6 to 15 + 8% interest and I should receive their breakdown within 6 weeks.so pleased nearing the end of the process I started it oct19 ,fos decision aug20.
Keep going everyone’ and percivere.
Jayne says
That’s brilliant news Sam, what date in August did FOS give provident to respond to you by?
Sam says
Was 26th I think
Jayne says
Thanks Sam, looks like they might be dealing with August complaints, although there doesn’t seem to be any consistency in their responses to date. The adjudicator asked me to be patient but this is so frustrating.
I’m sure it would be a different story if they were chasing us for refunds.
Vic Smith says
Has anybody had much luck with Morses or Loans at Home?
Got turned down by Loans at Home.
Probably going to to FOS to judge
Sara (Debt Camel) says
Definitely send to FOS unless you only had a couple of loans. Lots of good results from FOS after rejections by any of these lenders.
Kelly McCandless says
Definitely send to FOS. I was turned down by Loans at home. I sent to fos and they ruled in my favour that loans 4 to 32 were unaffordable. . If you have had a lot of loans with not a lot of breaks. You have nothing to lose sending to ombudsman.
Good luck
Moira says
I too am waiting on loans at home and morses club to respond. Morses said they will give me my final decision letter on oct 27th so will wait and see. My provident claim is with fos but haven’t heard anything from them yet. How long do they take to respond when you first send in the details?
Julie says
Hi Sara,
Can I just check I’ve got it right. Ombudsman has heard back from Provident who agree that some loans were unresponsible and will contact me soon with an offer in line with the Ombudsman findings. Am I right in that this refund will be the interest paid on the selected loans, and 8% interest of this interest per year since the loan was repaid? I am just checking I’m working things out correctly.
Sara (Debt Camel) says
yes that sounds right. Interest plus charges – but usually there aren’t any extra charges with Provident.
Julie says
That’s really helpful. Thank you.
Mich says
How long does it take for the adjudicator to make a decision, thank you
Jayne says
I submitted my complaint to FOS on 20th April, an adjudicator responded on 5th August
Mich says
Thank you for your reply, this waiting is so frustrating.
Claire says
Hi Sara,
I spoke with provident yesterday who confirmed my complaint had been partially upheld, they have upheld 3 out of 20 loans. I am not sure which loans they have upheld as the letter with the breakdown has not arrived yet. I am not happy to accept this offer and will forward to the ombudsman as I had already started the complaint process with them. Do you have any contacts at provident that I can contact to dispute this offer or should I just leave it to the ombudsman?
I would also like to thank you, without this page I would never have dreamed of making a complaint. My first offer from provident is £4200 and even if I don’t win any more that is still a wonderful amount!!
Regards
Claire
Sara (Debt Camel) says
That sounds like a very poor offer (unless there were 3 considerably larger loans which are the ones being upheld) – quite right to send it to the Ombudsman.
Jane says
Can I ask how long you waited for a reply from provident? When did you make your complaint?
Lin says
As provident ever settled a claim within the 8 weeks of a complaint isn’t seeming likely. My dead lines just about up 🙄
Moira says
Rang provident for update today, was told to ring again in another month as they have a backlog of around 10,000 cases!! Put complaint in end July and have sent to ombudsman, waiting to hear something from them now as they haven’t picked up my case yet, fingers crossed they do soon.
Jayne says
It took 4 months for my case to be picked up by the adjudicator and now waiting for provident to either agree or disagree with FOS, week 6 has just passed and hoping it’s not going to be too much longer
Manxcat says
Hi Moira, I too lodged my initial complaint directly with Provident in July after finding this group. I have had a list of loans from them.
I got an email about a month back saying they apologise for the delay, they have a backlog, and I sent the whole thing to the FOS (not heard a thing from anyone since)
Keep me posted if you hear anything, and I will do likewise.
Kerri says
Today the FOS informed me provident had agreed with their findings for loans 3-8 which is great news. It says Up to 6 weeks to get a breakdown of my refund , have provident been adhering to the 6 weeks or am I still in for a long wait for the calculation?
Jayne says
Update!!
I called Provident at 12.24 to ask for an update on my complaint. To be honest they were really helpful, told me they had in acres of 10.000 complaints and I said whilst I sympathise with them they weren’t processing them in date order. I said I was frustrated that I knew people were receiving outcomes before mine. He said he would speak to a team leader and try and push it along. A hour later and the ombudsman have emailed me to say Provident have agreed with their assessment and Provident will be in touch within 6 weeks with the breakdown owing to me.
Hopefully not too long to wait, good luck to everyone still waiting and a big thank you to Sara and all you lovely people who’ve shared your experiences along the way
Claire says
I raised the complaint 13 July 2020, I did forward to the ombudsman after 56 days (1st September 2020) after reading other peoples experiences, I thought it might hurry things along a bit.
Elaine says
Hi i have received a reply from ombudsman that provident have agreed with them to refund about 20 loans interest and shoul get a refund or breakdown within 6 weeks , has anyone had a payment within this timeline
Kerri says
I had the same from FOS today , I’m hoping it’s sooner or atleast in the 6 week time frame
Elaine says
Well you would think it would be within the 6 weeks as its surly in there interest to settle us quicker if there paying 8% interest well here’s hoping anyway