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?
Jen says
Hi, can I ask if the people who have settled their complaints/received offers, have the loans been removed from your credit reports?
Thanks x
Sarah says
So I finally got a call from Neil today who was lovely and very apologetic about the delays with my case. He’s promised the details will be sent to the FOS ASAP now, so hopefully the FOS will rule in my favour.
Interestingly he said there has been a court ruling which means that they don’t need to look at anything prior to 2010 which mine all are, so he said they weren’t in a position to offer me anything more and the new ruling meant I wouldn’t have been offered what I already have. He was unsure how the FOS will process this but he acknowledged they can go back to 2007. But this might be why they are now only supplying info back to 2010.
So the wait goes on, but at least I have small progress now.
Sara (Debt Camel) says
Interestingly he said there has been a court ruling which means that they don’t need to look at anything prior to 2010
Fascinating.
That appears to be a strange interpretation of the court case, see my article on it here https://debtcamel.co.uk/kerrigan-elevate-credit-unfair-relationship/. The judge unsurprisingly said nothing about loans before 2010 because none of the loans under consideration in the case was taken out before 2011. He found there was an unfair relationship under section 140 of the Consumer Credit Act, which came into force in April 2007.
Sarah says
He went into it in a bit of detail, but he said it was a very new ruling but it was something to do with new guidelines that were published on irresponsible lending and it only went back to 2010.
He said something about the guidance didn’t exist for loans prior to 2010 which is why they weren’t going to look at the rest of mine. He acknowledged that it was less than £1000 for the loans that weren’t upheld, but he couldn’t offer anything due to this ruling.
Just hope the FOS go in my favour now.
Thank you for all your advise Sara, it really has been invaluable.
Moira says
Hi all,
Having just finished my telephone call from Neil Iveson from Provident, who i agree is a very nice chap, we have come to a settlement. He has agreed to write of my outstanding loan and send a cheque for £3200 which will be posted Thursday 22nd October. I think if I had carried on with fos I honestly don’t think I would get much more as total package works out £5650. He was willing to uphold 9 out of 13 loans and the first 4 were very small, 3 £100 and 1 £250. Huge thanks to sara for all your help. Good luck everyone with your cases x
Kerry says
Can I please ask, how long it took from you sending letter in ? I have emailed Neil and got no response, did you ring and ask to speak to him or did he ring you ? Tia
Moira says
Hi Kerry,
I basically emailed him every other day asking him to review my complaint. He eventually emailed back asking if he could call me to discuss the complaint as I had rejected the first offer. Keep emailing, he will respond. Put my complaint in 27th July 2020 and it was resolved today, took 11 weeks. Good luck.
Moira says
I also found if I emailed late at night or very early in the morning he responded, maybe first in queue when he opened emails? Good luck
Kaz says
I started my complaint on 18 March, tried emailing Neil several times at different times only ever had one reply and that was him asking me for a settlement amount! He never responded to my emails again! My complaint has only been assigned to an adjudicator in the last 4 weeks so I don’t think they’re working in order. It’s pot luck I guess!
Kerry says
Hi Moira,
Thank you for your reply, I will keep emailing him. Well done on your claim it’s nice to hear people getting what they are due.
Lisa L says
Hi Sara,
I’ve had a poor offer from provident in which they only agree to paying the interest on two loans out of 9, and are sending me a cheque for this amount. My question is, if I refuse this offer and ask for more based on my workings out but they refuse this, can I still accept the first offer? They can’t then withdraw it can they? Thanks in advance 😀
Sara (Debt Camel) says
They aren’t likely to withdraw the offer.
Another option is for you to wait until you have the cheque, and then tell them you want to send your case to the ombudsman so is it OK if you cash your cheque?
Lisa L says
Ok Thankyou for your help. I will post hopefully soon with a positive outcome fingers crossed 😀
Donna says
Hi I was sent a cheque from Provident in July but then sent my complaint to FOS. FOS said Provident should refund all the interest on every loan plus 8% interest.
I emailed Neil Iverson to ask could I cash cheque and he said as Provident had agreed to settle it would do no harm for me to cash the cheque and I would receive a cheque for the final redress once it is finalised. He has put a note on my file to reflect this. I am so glad I emailed him as this will really help me.
Hayley says
Hi can someone advise please. I sent a complaint to Provident about unaffordable loans. I never got a final response so I sent to the FOS. However I’ve looked on my credit report and Provident have reduced my outstanding balance by about £2k. I just find this strange that they didn’t give me a response. I looked into my statements and I paid around 7k in interest originally. The majority of loans were definitely unaffordable. Do u think the FOS will uphold my complaint if provident have already reduced my outstanding balances without telling me? Thanks
Sara (Debt Camel) says
FOS won’t see this as a problem, they will just work out what the total redress should be.
stef says
Just wanted to make people aware, I received a refund from provident in July, they said that £1539 would go to pay if my Lowell account, I had paid off most of my account already, It’s taken me over 3 months but have just received my money back from Lowell, please check that all your figures work out as I could have lost the £1539 if I hadn’t worked out the figures, good luck everyone and thank you Sara for your site
christina wallace says
Hi, how do you work out the interest you should be due
robert sands says
I’ve had a reply of Morses about my complaint but they are asking for my credit report bank statements and and bills tht I may have missed and say if I can’t provide they will close the case
Sara (Debt Camel) says
How recent was your borrowing?
Sara (Debt Camel) says
If they reject your complaint, or “close the case” then you can send it to the ombudsman where a LOT of these cases are being won.
Lynne says
How much should I be looking at to get back, I have paid just over £10,000 in interest from the loans they sent list off
From 2007 to present I owe £1000 they say but really should be £300
Sara (Debt Camel) says
Did your loans tend to get larger?
Provident seem to have just started saying they won’t refund anything before 2010. This is not a date that the ombudsman uses, they will go back to 2007.
But if your earlier loans were a lot smaller it may not be a bad offer if they offer to refund all the loans from 2010 as the ombudsman usually doesn’t refund all the small loans at the start.
But you would want ALL the loans from that point refunded. No “we only refund from 2010 and then we don’t refund the first few of those…”
And the 8% interest can add up to a LOT.
So can you add up all the interest from 2010 onwards?
Lynne says
I’ve worked out from 2010 I’ve paid £8101.00, loans got bigger but in process of this I lost my house had mortgage rescue now I pay them rent for house
Sara (Debt Camel) says
mortgage rescue?
Lynne says
Mortgage rescue was a scheme
Through citizens advice, when your about to lose your home cause you in debt so they buy from you and you rent back off them.
Sara (Debt Camel) says
oh good, I was hoping you hadn’t get caught up in a private scheme which is often little better than a scam.
Jack says
Why 2010 – is FOS or the other financial regulators not challenging Provident on this – and why are they settling with complainants directly and not paying them the statutory 8% interest that the regulations state they should be doing. Again is anyone challenging Provident on this. Any many people are unaware of this. Really this should be national news.
Sara (Debt Camel) says
I think FOS has a lot of these Provident complaints.
Jack says
Hi Sara, hopefully FOS will be receiving a lot more Provident complaints. I just pray that many more of those customers who have been taken advantage of, will come forward so that the situation can be put right. I also pray that Provident will at some point be held accountable for their sloppy actions. You are doing an amazing job, and I salute you.
Jack says
Provident need to explain to the powers that be, why it is they are misleading customers who wish to make a complaint that loans prior to 2010 can no longer be considered.
Sara (Debt Camel) says
I suspect FOS are discussing this with Provident.
Lynne says
How much 8% do you get extra on just say £8,000 on all loans how does this work is it 8% on the total loan??
Sara (Debt Camel) says
It is 8% per annum on the interest payments you made on the loans that were upheld. Sorry, not simple.
Michelle says
The ombudsman requested my file from Provident on 23rd July. I have called the ombudsman twice since then to get an update (the last time being last week) and have been told that Provident have not responded to their request and that they are experiencing delays. Just been made redundant so I could really do with this being dealt with. I have sent two emails to Provident asking them to send my files on as requested, I have received a reply to neither.
Sara (Debt Camel) says
Sorry to hear about losing your job – very anxious times…
I suggest you email the FCA at consumer.queries@fca.org.uk and copy this to joe.sweeney@provident.co.uk and Neil.Iveson@provident.co.uk
Subject: Provident (700144) won’t send the Ombudsman my case file
Put in some details about your complaint – how many loans you had, the fact that you were earning £1000 a month but the agent put it down as £1000 a week and that provident were also lending to your husband at the same time.
Say you have sent your case to the ombudsman and FOS asked Provident for your case file on 23 July but they haven’t yet sent it after nearly 3 months.
Say you have lost your job, so this is causing you extra stress.
Say you know the FCA will not look at your individual case but you thought the FCA should know how slow their complaint handling is as you don’t think a firm should be allowed to carry on lending to people if it can’t manage to respond to the ombudsman in a reasonable time.
———————————–
Are you paying Provident anything at the moment? What are the rest of your and your husband’s debts like?
Michelle says
Thanks Sara. No I am not paying provident anything at the moment. All loans with them have been setlled. We are both in a bad position financially and are currently under a DMP.
Sara (Debt Camel) says
ok, well you need to go to your DMP firm and tell them you have been made redundant and ask if you can halt payments until you get another job.
Michelle says
Thank you. I have spoken to Stepchange who have halted my payments until further notice and asked me to contact them again in December for an update on my circumstances. I have also just received an email (at 21.15) from Neil Iveson asking me if I would be prepared to discuss this situation with him in the hope to move the situation along more quickly by coming to an agreement and not having to go through the FSO. He has said that I am under no obligation and if I am unhappy with their offer he will ensure that my files are sent over immediately. Thank you so much Sara. Hopefully I can get this sorted and take a little pressure off the current situation.
david cliff says
hi does anyone know how to claim tax back on these redress payments thanks dave
Georgina says
Yeah you need to complete a R70, should be very easy to do although I am now fighting with the tax man as they now claim I’ve not paid enough tax since I submitted my R70 so I’m now having to argue that out with them!!!
Sara (Debt Camel) says
R40, not R70. See https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/
Georgina says
Oops sorry I knew that 🤦🏽♀️
You can fill them in online aswell
Ash says
Anyone know how long Morses take to pay out once ombudsman rules in your favour? They’ve been given til 27th to respond. Am hoping it’s sorted soon as my complaint has been going in for so long.
Lisa b says
Sent provident a email on 22nd sept asking them to look at all my accounts I have had with them as I they were unaffordable top up on top how long are provident taking to reply if you have a case
Lynne says
They are a joke, ive emailed and phoned but not reply.
Lisa b says
Thank you will see if I can find a phone number and ring also
Claire says
Hi Sara,
I have spoken to my adjudicator today and he has said that the new ruling means that they can only consider loans taken out after 01.03.2010, do you know when this ruling came in to play? I made my complaint to provident 09.07.2020 and I was under the impression that this would include loans going back to 2007?
Claire
Sara (Debt Camel) says
Is this the person at Provident dealing with your case? Why are you talking to them again, your case is now with FOS i think?
This date is a new date that Provident have just started talking about.
It’s not one the ombudsman is using!
Claire says
No, it was the adjudicator at the ombudsman that told me, because provident had quoted in my letter “we are not obliged to review loans taken out prior to 1 March 2010, therefore loans issued before this date will not be taken in to consideration”.
Sara (Debt Camel) says
That’s very odd.
Jack says
Why are FOS agreeing to loan investigations not been addressed before 2010 – I am wondering if it is the FOS complaints team within Provident that are stating this and not the actual FOS.
Sara (Debt Camel) says
I really don’t think FOS have agreed to this. I wonder if there has been some communication problem and the FOS adjudicator was just trying to explain what the Provident letter said and it came over as agreeing with it.
Lynne says
Hi, I’ve just had an offer that is just my outstanding loan, which is the same as what I owe with the ful interest in £2600. Basically they are just scrapping that loan what about the other 8,000 I’ve paid over the last 10 years not happy
Sara (Debt Camel) says
Have you sent it to the Ombudsman ?
Moira says
Hi all,
Anyone been successful against loans at home? I thought provident were taking ages but these are definitely longer. Have passed the 8 weeks and they asked for another 4. Have only just received my loan breakdown. Have forwarded onto fos last week. They’re not very forthcoming with info that’s for sure. Anyone had any luck?
Kelly McCandless says
Hi Moira,
I complained to Loans at home in July 2018, they acknowledged my complaint and like you passed the 8 weeks asking for another 4. They did not uphold my complaint and I asked them to look again and submitted more evidence (naively thinking it was better to resolve with them) my evidence included txt messages to and from my agent telling her I could not afford a new loan and her replying she needed the commision!) They offered me £980 on 2 loans they couldn’t find paperwork. I submitted to ombudsman in december 2019. It took 6 months to be allocated to an adjudicator. LAH were given 3 deadlines to reply and missed them all. Adjudicator ruled in December 2019 that loans 5 to 32 were unafordable. LAH disagreed with this and I was put in queue for ombudsman. Picked up in April 2020 and they agreed with adjudicator in May 2020. The same day i emailed desision to LAH and told them i wanted all correspondence by email due to restrictions of Covid. They sent breakdown next day and transferred money by BACCS 2 days later. It’s good you have sent to ombudsman. If LAH come back to you after the 4 weeks looking for more time I would ask them to supply you with a final response and send it to ombudsman. Just like provident Loans at home drag it out as long as they can. MY total redress was £8900 so worth the wait on the ombudsman. Good luck
Moira says
Hi Kelly,
Thankyou for the reply, congrats on it finally being sorted for you. My case hasn’t been picked up by the fos yet but hopefully it’ll be worth the wait.
Jane says
Hi can anyone tell me what to do next I put a complaint in to provident asked for all my statements of loans I’ve had off them dating back to 2006 about a month ago today I received all of these with my payments dates as well but now I’m stuck as to what I should do next do I send them anything or will they get back to me now I have all this information any help would be great
Cath says
Hi Jane
I am in the same situation as you and I’m afraid its all just a waiting game now. I do email Provident weekly for an update and have been told that my complaint is now with a handler, pending investigation (that was 3 weeks ago) I don’t think they are picking these up in order as I know some people have submitted theirs after me and have had replies/settlement offers already.
I have sent it across to the FOS who have not yet picked this up; I am now on month 4 of my complaint.
Good Luck!
Jane says
Thank you for the reply I will wait the 8 weeks and will do what you have and ask for updates on what is happening i have done this before with wonga and it took forever but managed to get my refund hopefully I can to with provident
Jane says
Hi had an email today saying We are sorry that we have been unable to resolve your complaint at this time.
We can assure you that investigations are still ongoing and this matter is receiving our urgent attention.
We aim to have completed our investigations within the next 28 days.
So hopefully will soon be sorted or is this just a standard email
Claire says
did you use the template letter on here? if so you don’t need to do anything until the complaint is 8 weeks old.
Jane says
Yes i used the one above it’s took 3 weeks to get my statements from them and I didn’t know what to do next thank you for your reply I will and see what happens
Michelle says
Just had a letter from Provident. They are upholding all the loans the financial ombusdman recommended and I should receive my cheque in the next 14 days. I am ecstatic. Christmas is sorted and I’m learning to drive at the age of 40 haha. Thank you and good luck to everyone on this page and a huge thank you to Sara for all the advise. X
Claire says
Congratulations, great result.
Julie Berry says
How exciting Michelle. I am hoping I’m at that stage too, just had an email from Provident saying they’re authorising my account for refund to go in line with the ombudsman recommendations and she wanted to check my postal address to send further correspondence, so hopefully I’ll be in the same stage as you very soon. I’m so giddy! So happy for you Michelle. X
Lee Martin says
What date did the adjudicator write to provident please?? I had the adjudicator email provident on 18th sept and still heard nothing
Michelle says
I received an email from the fo saying they had contacted Provident and that Provident had until the 18th of September to reply then it was the 1st of October I received another email from the fo saying Provident had agreed to their recommendations.
Michelle says
That’s brilliant Julie. Hopefully our cheques arrive soon and we can enjoy spending. I’ve never had this amount of money in my life, constantly been in debt. This is life changing. X
Jodie says
Oh i do hope they are working in order because provident accepted my claim from the FOS on the 2nd oct an ive not heard anything off them yet of my calculations
Shaunful1979 says
How long did you have to wait for your cheque?
Sarah says
So Neil was as good as his word and my case files were sent to FOS. Had a call today from my adjudicator and she has agreed my loans 6-13 should be upheld also.
So I have emailed the decision to Neil as he promised he’d look into whatever the FOS suggested and get it moving for me. So fingers crossed he’ll pick it up soon and get it moving, but I’m not holding my breath!!
Thanks again so much Sara for all your help and your encouragement to persevere with this.
Sarah says
Sara, when I spoke to Neil last week he told me to get in touch as soon as I had a decision from the FOS and he would push it through as I had been waiting so long.
I sent him an email yesterday with the details but do you think it would be ok to call him, or should I just keep to emails?
So glad that my case is almost at the end, my husbands has just been picked up by FOS so we are now waiting on Provident sending his case file.
Again I can’t thank you enough as without you and your site I would never have even known that I could claim!
Sara (Debt Camel) says
I would give him a couple of days then call him.
Chris says
Hi,
I have had a reply from provident for a refund for loans i took out with them. I have had 66 loans over 7 years from 2008-2014. They have replied saying they will uphold 14 random loans (15,17,28,29,33,34,35,38,39,43,44,47,53 & 54) offering a check for £8,076.62 plus clearing off the £555.99 i still owe on loans. I am not accepting their offer as over they years i have paid much much more than this in interest. Do i need to tell provident i am not accepting it or do i just leave it with the FOS? Im not sure what to do at the moment. Provident have still not sent my files to the FOS
Sara (Debt Camel) says
So those loans weren’t the largest?
What date was loan 15?
Do you know how much you have paid in interest over the years?
How much of that £8076 was interest refund and how much was added 8% interest?
NB I am not saying this is a good offer that you should accept, I am just curious about it.
Chris says
No they are for random amounts some for just a couple of hundred pounds. Loan 15 was taken on 22/11/2010. I have paid a staggering £37,018.00 .
The interest was £3,808.61
Sara (Debt Camel) says
ouch.
if you add up how much interest you paid from loan 15 onwards, how much would that come to?
Chris says
It comes to £28,473.00
Sara (Debt Camel) says
Then I guess you might be happy to settle for a refund from loan 15 onwards?
If you are, then I suggest you email Neil.Iveson@provident.co.uk and say you had 66 loans and you have been sent an offer to refund an apparently random number of smaller later loans. Say this bears no relation to a rational consideration of your complaint and there is no attempt to explain why those loans were chosen and others were not. Say that in the interest of getting a speedy settlement, you would be happy to accept a refund of loan 15-66.
It’s up to you whether you want to say you want statutory interest added. That would be another £14-18,000 on top. A huge amount. If you would be happy to settle at “only £28l” then say you are happy to waive the 8% statutory interest. I’m not encouraging you to do this, I am just being realistic, that Provident may be much more prepared to settle without that.
This is worth a try…
Julie says
Hello Sara,
I have emailed Neil twice about my provident complaint but with no response. Will he get back to me?
Thanks
Chris says
Hi Sara,
I took your advice and emailed Neil today, how long should i leave it for him to reply? I dont want to keep hassling him but would like a response asap.
Thanks
Chris
Sara (Debt Camel) says
I suggest you email again on Friday and say the case goes to the Ombudsman on Monday if he has not got in touch. Give your phone number and times it will be convenient to call.
Chris says
Thanks a lot Sara, I will do that
Chris says
Hi Sara,
So got a call today from Neil and the two of us have came to an agreement about my claim.
Thank you so much for your invaluable help I would never have known i could even claim anything back if it wasnt for your site.
Laura says
My complaint is now with the ombudsman. Provident only acknowledged my loans from 2016-2019. Ive had loans with them since about 2005. I asked for a breakdown of loans from 2006-2019. They havent replied. Will they be able to track down the loans? It was payment books which i don’t now have and cash. How can I prove the loans existed? Anyone else been in this situation?
Lin says
Hi had my offer today and it’s a poor one . If go to ombudsman can you not cash the cheque
Sara (Debt Camel) says
you can ask them if you can cash the cheque – tell them you are sending the case to the Ombudsman
Lin says
As this been known to happen . They’ve upheld 3 of the smallest loans out of 9 offer 1555 from a potential 2300 extra says of cash the cheque that’s agreement to it been settled
Sara (Debt Camel) says
Have you actually phoned them up and asked them this?
Lin says
It’s all in the email today I received with loan details and there offer
Sara (Debt Camel) says
Yes. I am suggesting when the cheque arrives, you phone them up and say you have sent the case to the Ombudsman and is it ok to cash the cheque and proceed with your case.
Lin says
They wont allow me to cash the cheque said it’s accepting it as a final settlement unfortunately
Sam says
Well finally had breakdown of redress I owed and is roughly what I had worked out,just awaiting the cheque now( hopefully Friday).dates of timeline are as follows
Compliant Oct 2019
Sent to fos dec2019
First offer refused June 2020
Fos decision aug 2020
Provident agree 29rh sept2020
Breakdown redress today
Don’t give up keep fighting for what you think is right and good luck to everyone
Jodie says
This is good to know, i forwarded my complaint to FOS an provident accepted but with out calculations on the 2nd october. Theyve told me that the will respond in upto 6 weeks so fingers crossed
Julie Berry says
It was 30th September when the ombudsman told me Provident agreed with their findings and they would sort out a refund within 6 weeks. I got an email yesterday off Provident checking my postal address and they said to expect further correspondence by post.
Lee Martin says
Heard off provident today, after emailing the CEO, theyre working out breakdown and should be completed by end of week. 15 loans over 3 year with interest of £7711
Jamie says
Who did you email. Many thanks in advance
Kerry says
I have spoke to with Neil today and I agree he is a very nice man. He was very apologetic about the delay and we came to an agreement over the phone. I am getting back all interest on my loans dates after March 2010, I know if I waited I would get the extra 8% (maybe) but rather than escalating it and potentially waiting months I thought this was a very fair offer. Thank you all so much for all your help and comments. I am sooooo happy. Good luck to everyone waiting I hope you all get sorted soon x
Chris says
When did you first get in touch with Neil? I emailed him today but i dont know how long to leave it before i contact him again. Thanks
Kerry says
Hi.
I first emailed him last Thursday but emailed nearly every day after. I emailed him this morning and he rang me 5 minutes after I sent it. He did say he has loads of emails to go through and he is trying to work his way through them. So hopefully it won’t be long before he contacts you. Maybe send again in a few days and then keep trying. Good luck.
Chris says
Thanks a lot i will email again on friday.
Amelia says
Hi
I’ve put in a complaint to provident on the 15th October. Today I’ve received a email asking to confirm full date of birth. Then a different email advising they are looking in to my complaint.
Is this a good response from provident meaning is this a positive outcome??
Thanks
Alex says
I sent a complaint to Provident and they initially replied asking for my DOB. I sent that and now they have replied asking me for evidence? I used the template on this page and there is no mention to them about the request for a breakdown. What do I reply to them with?
Sara (Debt Camel) says
Say you need a list of your loans first
A ellis says
Thank you. I’ll do that now.
Moira says
Hi all,
I have received a reference number from fos regarding my complaint against loans at home. Does this mean they have picked up my case now? Thankyou
Sandy says
Received my redress letter from Provident today. Loans were from 2007-2009. Cheque to follow within two weeks. Took long enough. Thanks debt camel.
keith says
Great news sandy. When did you initially complain
Julie Berry says
Can I ask, Sandy, what date did the Ombudsman tell you Privdent were agreeing to refund you? I’m waiting on my redress letter too. X
Sandy says
It was the 1st October
Julie Berry says
Fab, mine was the day before so fingers crossed my letter arrives soon. Thanks for your help!
Jayne says
Hi Julie,
Did you receive your letter?
Julie Berry says
Still no sign of my letter. Ombudsman told me Provident have 6 weeks to send me the letter/cheque and we’re very nearly at week 5. So frustrating when I see others get theirs sorted from the same time period and I’m still waiting. Gimme my money, lol.
Christine Andrews says
Finally got a breakdown of loans from provident through the portal!… I’m still in shock regarding the amounts and interest and regularity of loans offered (2006_2014) I’ve already forwarded my complaint to the FOS as provident have gone way past the complaint deadline, also emailed Neil Iverson to see if he can help push through a final response from provident, which will result in FOS looking into my case, really hoping provident will come back with a realistic offer as this process is hard, either way I will see it through 👍
Kazza says
FOS ruled in my favour for all loans with Provident and gave them til 2 October to respond. So far I haven’t heard anything. I email my contact at FOS every week for an update and will continue to make a nuisance of myself until it’s sorted. Anyone know how long it usually takes to get a conclusion? They have also ruled in my favour for all loans except the first one with Morses and have given them until 27 October. Anyone know how quickly Morses deal with the complaints? It’s such a waiting game. Thanks in advance.
Jodie says
Morses got back to mine an accepted in the 2week timescale, they said payment would follow upto 6 weeks but i got it about 4 days after they accepted. Provident have a delay at min so they took about 4 week to accept. They accepted 2nd october an was told it would also take upto 6 week to hear from then an not heard anything yet
Kazza says
My deadline for Morses is today so hopefully I will hear soon. Provident on the other hand I’m in week 5 after the deadline and getting frustrated with it. My hubby had his breakdown and cheque 4 days before his deadline (we sent our complaints in at the same time) so I don’t think they’re working in any particular order. Good luck with your complaints.
Maureen Livingstone says
Thanks for all the information on this page, after 12 months I have received cheque of £11,733 from provident after referring my complaint to fos. (Provident rejected my complaint initially!!). My debt will be getting fully paid off and I am going to begin to save to buy a home :-)
Thank you so much x
Moira says
Hi all,
Received cheque from provident today as promised by Neil Iveson, so happy its all dealt with. Good luck everyone on your complaints and a big thank you again sara as without you I wouldn’t have known I could complain 😊
Julie says
Hello Moira,
How long did Neil take to reply to your email?
Many Thanks
Moira says
Hi Julie,
I basically emailed him every other day after the 8 weeks were up. It took around 2 weeks for him to ring me with an offer and 1 week later chq arrived.
Good luck!!
Sandy says
Received cheque today. Only got breakdown letter yesterday. Woohoo. Good luck all. Thanks debt camel
Rosemary says
I sent the letter complaining And got my data today what do I do now?
Jack says
Warning: We had a long struggle with Provident. Initially, they conveniently offered enough to clear the outstanding loans (£4K). Fortunately, we were in a position to pursue the claim. We ultimately won a full payout for £30K+. Over £25K more than their first offer. Partially upholding complaints is a tactic to limit Provident’s loss; they rely on complainants having to take their first offer. Exercise caution when speaking with Provident on the phone; however nice they seem, it is an opportunity to persuade and influence you to accept the initial decision, which may be loaded in favour of Provident. Don’t agree to any offer over the phone and ALWAYS ask them for their full decision in writing to understand and consider fully. Do not bank any cheque until you have reviewed the offer. If your complaint has been rejected, either in full or part, PLEASE take it to the Ombudsman. It’s a FREE service. The latest figures show that FOS found in the complainants favour in the vast majority of cases.
Remember: Provident are a business and are likely to put their interests before yours. Treat everything they say with caution, as this forum shows they are prepared to interpret regulations and legislation in a way that suits their own needs. Please, please persevere with FOS.
Sam says
Received my cheque today from provident exactly year after starting the complaint.
Thankyou Sarah found this site invaluable
Good luck to everyone else 🙂🙂🙂
Julie Berry says
Wooohoo, so happy for you Sam, what lovely news. Will it help you out for Christmas?
Sam says
Definitely,been a long wait but worth it thankyou
Rebecca North says
I have just started my complaints to Provident and Naylor’s, after reading some of the comments on here I am quite hopeful of my outcome. Fingers crossed anyway🤞
Lee Martin says
People who have had a refund, do provident add on the 8% simple interest or try to just pay out on the interest of the loan?? TIA
Sara (Debt Camel) says
They add the 8% if they are saying which loans are being refunded.
Lee Martin says
The FOS ruled in my favour for 14 loans between 2007 and 2010, interest alone was 7.5k, just wanted to make sure incase they try to just offer the 7.5k, cheers
Sara (Debt Camel) says
no they won’t do that on a FOS decision.
Lisa b says
Are provident responding with outcome in the 8 weeks or are they asking for more time ?
Lisa b says
Just had a email from loans at home asking for why I believe loans were not affordable
I put
Mental illness
Behind on priority bills
Home close to repossessed
Top up after top never clearing loans
Should I have put anything else
Sara (Debt Camel) says
If your other debts were increasing that is a clear indicator that the loan was not helping so you shouldn’t be given a top up or a new loan.
Lisa b says
Had email back asking me for bank statement nov 14 jan 15 jan16 I am no longer with that bank do I have send them
Sara (Debt Camel) says
You don’t have to but you can get banks statements from closed accounts and you need to do this NOW, in case your case goes to the Ombudsman.
Lisa b says
Thank you will try ring the bank today
Nicola says
Hi followed your template letter at the end of July didn’t get a response within 8 weeks so referred the case to the fos, since waiting for a response from the fso I’ve had a letter from provident confirming the misslending on 1 of 13 claims and a cheque received, I still want to carry on with the fso against the other 12 claims but if I bank the cheque does this close the case, I’ve wrote to them with further information and said I agree with the 1 settlement but still want the other 12 looking into.
Sara (Debt Camel) says
Normally they won’t allow you to bank the cheque, but this is worth asking them about.
Also tell FOS of the very poor offer Provident has made you and that you want to carry on with your complaint.
Claire says
This is what happened to me, I called provident and they agreed I could cash the cheque, as advised by my fos adjudicator I confirmed this in an email to them advising I was not accepting this as my final offer and the fos would be investigating the loans that were not upheld.
Donald says
Hi, I started a refund complaint with provident , firstly asking for hard copies of all the loans I had taken out with them. Turned out to be 26 from 2010 until 2015. I started my complaint by first writing to Mr. Neil Iveson, around 5/6 weeks ago. All through the time elapsed , about 5 weeks the complaint dept., kept me informed. Mr. Iveson telephoned me at home about 12 days ago, saying due to a High Court ruling he couldn’t refund any loans prior to 2010; these loans I had not calculated for as were my earliest ones and I felt I was not put under pressure for to take them. I originally asked for £5,000 plus a few hundred and Mr. Iveson said he would pay me £5,000 but would not include any interest. I told him I found that fair enough as the sum offered pleased me. He was very kind and polite and friendly on the telephone and bottom line is, he’s a real nice guy. I received the cheque Friday gone ( October 23rd 2020 ) . I never wanted more than I was due, and told him a true and personal tale regarding my health. That guy is A+ in my opinion , and the whole process took around 5/ 6 weeks from start of complaint to the money in the bank. Maybe he can spot people who are not so genuine, be fair with him, and I’m sure he’ll be fair with you , he’s really quite ok IMO.
Karen H says
Hi,
How do you contact him? They agreed my redress via FOS beginning of September & said payment would be made within 4 weeks but had no contact from them. I’ve been back to FOS who have written to them asking for an update but waiting to hear. Maybe I’ll try contacting Neil iveson.
Jayne says
I am waiting for the breakdown of my redress from provident after FOS emailed me to say they agreed with their assessment. This was on 1st October, I had called Provident and I think this was what prompted Provident to respond, maybe you could try phoning them?
I have emailed Neil Iveson quite a few times now and personally I think he’s only responding to those people where he knows he can save the company some money by them agreeing to his offers without going to FOS
Jack says
Hi Donald
Did Neil Irveson provide you with the specific details of the Highcourt case that changed the ruling regarding cases prior to 2010 not qualifying any longer? Anyone being told this by Provident, and from this forum it seems a fair few are being, really would do well to ask Provident to give the exact details of the Highcourt ruling and then to check it with FOS.
I am sure Mr Iveson was exceptionally nice to you as from what you have said, your acceptance has saved Provident by paying you out a lot less than you would of legally been entitled to, which is why they settled with you early to prevent you taking it to FOS.
Perhaps Sara may be able to shed some further light on a Highcourt hearing that has changed the regulations from the qualifying date of 2007 to 2010.
Sara (Debt Camel) says
The court case is Kerrigan v Elevate. It is discussed here https://debtcamel.co.uk/kerrigan-elevate-credit-unfair-relationship/ and there is a link to the judgment in that article. If you read the judgment (73 pages!), you will see there is no specific reference to 2010 being a date before which cases won’t be upheld. That is unsurprising as the matter was not before the court – all the loans being considered were after 2012. The basis on which the customer complaints were upheld was the Unfair Relationships provision of the Consumer Credit Act which came into force in April 2007.
Jack says
Sara
I have today, taken it upon myself, to contact both FOS and the FCA to flag up to them the confusion that there appears to be surrounding the start point year date of 2007, which apparently Provident are advising their pre-existing complainants and new complainants that the date has been changed to 2010.
Jack
Sharon says
Hi used the template letter off here as I’ve had a fair few loans from provident over the years , they took a while to get back to me but there saying I won’t be getting anything back basically!
Has anyone else had a letter like this ?
Sara (Debt Camel) says
Send the case straight to the Ombudsman, the article above explains what to do.
At the moment Provident are making a lot of very poor offers or rejections. A very large number of cases are then being won at the Ombudsman.
Jon says
Hiya,
I got the same thing and just sent it to the Ombudsman. They’ve sided with me on the vast majority of the loans and sent it back to Provident saying they’re wrong and need to repay charges and interest.
It took the Ombudsman about 3 months for them to respond and contact Provident and it’s been about a month since then even though the Ombudsman gave them 2 weeks to respond. I contacted them to ask if they’d received a response and I hadn’t and told me that realistically they expect delays due to a backlog of cases with Provident but they’re going to be chasing and will update me as soon as I get a reply.
If they don’t get a reply in good time then they’ll refer my case to an adjudicator and it’s likely they support the initial assessment (apparently).
Don’t be put off by them rejecting your case in the slightest :)
Sharon j says
Thank you !
Will take a look and send the case to them .
Alyson says
Hello I put my first complaint in on 7th sept, I received the first email within a week saying they would deal with it, on 2nd October I received the next email saying the same but they would respond in 28 days, that 28 days is up on Friday, I was wondering what I do then as I can’t see them responding by then with my full breakdown of loans (I do have my own payment book still that dates back to 2012)
keith says
I put my complaint in on 16th Sept and had response with list of loans via email on 9th Oct. Currently no resolution offered but said will respond by 7th November
kirsty chapman says
Hi can I ask who Neil Iveson is please? I keep seeing references to him in responses and I’m wondering who he is!
TIA
Jack says
Kirsty
In answer to your question, Neil Iveson is one of the customer complaints managers within the Credit Consumer Division of Provident Finance Group. Additional information for you, is that Tom Jeffery is their Head of Customer Care.
kirsty chapman says
Thank you Jack! I think I’ll email him direct as my partner sent in his complaint mid July and has been told that it’s not even been assigned yet to be dealt with! I on the other hand sent mine in a week before his and have had a response and cheque over a month ago.
I don’t know why they’re not dealing complaints in strict date order? That’s how businesses deal with complaints usually!
Jack says
Kirsty, your most welcome. As regards to how they deal with complaints, they appear to be a law unto themselves. Good luck with your partners complaint, if in any doubt about their offer whatsoever, refer it to FOS. We were initially offered £4K, told them we were not accepting it and would refer it to FOS. FOS upheld the complaint and in addition to their 4K offer, Provident had to pay us a further £25,000. Amongst our claim was loans that were taken out with Provident in 2007, which FOS told Provident they had to pay out on. I cannot emphasis strongly enough, to anyone on this forum that have been advised that they can not make a complaint about loans taken out in 2007, 2008, or 2009 but just from 2010 onwards, please go back and challenge Provident about this, because they are telling you incorrect information and getting away with doing so. GOOD LUCK EVERYONE.
Sharon j says
I also have been told I cant go back any further than 2008 but I’ve had provident years before this this ! I’ve now asked for all my paperwork including the ones before 2008 but not sure what the outcome will be . Thanks for posting this very helpful .
Sharon j
Sara (Debt Camel) says
Well yet another date…
But you cannot go back before April 2007. That is clear.
Kim says
Hi – I received a letter saying that they were not going to refund me my interest. The loans taken out clearly show that I was refinancing as there were sometimes 3 or 4 in any one year. The amount of interest paid amounted to £12,056 – I was horrified when I saw this amount. I was working part time at the time of taking all these loans out. I have responded to Provident but should I send this straight to the Finance Ombudsman?
Sara (Debt Camel) says
yes definitely send this straight to FOS.
Karen R says
Just wondering has anyone had Provident or Morses reject an ombudsman decision? I’m now past the deadlines given for both and losing faith the longer it goes on.
Jack says
Hi Karen R
Below is link to the ombudsman (FOS) website where it states “An ombudsman’s decision is our last word on a complaint – and if the consumer accepts it, it’s legally binding on them and the business.” The ombudsman referred to is an actual ombudsman, a point of escalation, as opposed to the initial case review by FOS. Hope this helps.
https://www.financial-ombudsman.org.uk/faqs/all/can-appeal-ombudsmans-decision#:~:text=An%20ombudsman's%20decision%20is%20our,on%20them%20and%20the%20business.&text=Because%20our%20decisions%20are%20final,be%20reviewed%20by%20another%20ombudsman.
Jodie says
Morses declined mine so i sent it to FOS and they accepted my claim, cleared off the amount i owed and refunded me £90!
Karen r says
Sorry, I meant them declining a FOS decision. Mine is with FOS at the moment and they were given til 27 Oct to respond. So far nothing.
Elaine says
Hi just wondering if anyone has received there refund checks recently im still waiting to hear , provident agreed on 30th sept with the ombudsmas recommendations so its just a waiting game
Julie Berry says
I heard on the exact same date as you Elaine and I’ve not had a breakdown letter or cheque yet. I’m stalking the poor postman and gutted when he walks past or just brings random Ebay purchases my son has bought. I want my cheque!
Lee Martin says
I had email off provident last Wednesday saying now working on my case and awaiting approval of calculations, said would be within the week. Still waiting. Probably stretching it as how long can it possibly take when they have all the figures and dates already
Lin says
I’m the same lol but they made me a poor offer so cheque be off in the bin and going to ombusdman so the wait begins again
Julie Berry says
Did it not go to the ombudsman anyway, Lin? Or did they agree with ombudsman but didn’t pay you a fair amount?
Lin says
Just had break down on 20th with there final amount said cheque to follow so forwarding it on to ombusdman . Would of come very in handy for Christmas too and a baby on the way very poor offer
I have asked they said no if cashed it’s accepting the settlement unfortunately
Sara (Debt Camel) says
Tell Provident that you are in a vulnerable position with a baby on the way and ask if they will let you cash the cheque and take the rest of the case to the Ombudsman.
Sara (Debt Camel) says
did you tell them you were pregnant and in financial problems?
I think it’s worth a try.
Lin says
No I didn’t do you think it would make a difference they didn’t really sound like was any other way but to wait and go ombudsaman or cash the cheque tbh.
Lin says
Hi again just to update I called provident they said was fine to go ahead also emailed fos to check this was ok they said of provident agreed it was .. so what’s my next step what do I need to sent ombudsaman please ?
Sara (Debt Camel) says
That is good news!
See the section Sending a complaint to the Ombudsman in the article above. This is really easy to do. You just answer all the questions on the form (most are easy!). Make sure you say Provident have offered you a very low amount which you have rejected but they have agreed to you cashing the cheque and still going to FOS.
Moira says
Hi all,
Have finally received final response from morses club. They have said they will uphold 6 out of 11 loans plus write off the 2 I have outstanding which amounts to another £1400. Offered £1050 payable to me after writing off the 2 outstanding loans. I’m leaning towards accepting as not sure if fos would award me much more plus the wait time for fos is long. Not sure what to do, thoughts please…..
Lisa b says
Had a email for provident portal for my data it says they have no data on me is this normal??
Beckie says
I have recently put a claim through and this has happened to me, I have answered to the email by giving the same address originally stated on the complaint form as this is where the loans were taken out? I didn’t understand this either really?
Rhian says
Hi all
Had multiple loans over 20 years from provident i was 18 single mum to 2 at the time and provident were all over my estate like a bad rash, i took up a complaint with them via resolver in January 2020 and in july i had 1800 refunded i wasnt happy with this but told by resolver and fos to accept this and still esculate it to fos. Heard from fos today to say they believe 15 of my loans should be refunded but because i accepted the offer i may loose out! Has anyone had an offer cashed cheque and still had luck when escalated further to fos? The fos also made a few errors regarding dates and saying i refused first offer so hope this doesnt affect my chances now of getting a further refund? Thanks
Sara (Debt Camel) says
but told by resolver and fos to accept this and still esculate it to fos
Was this in writing?
Rhian says
No it was over the phone regarding cashing the cheque so have no proof, provident also said i could cash the cheque and still esculate it but again over the phone.
Sara (Debt Camel) says
You spoke to Resolver on the phone?
Provident should record all phone calls. Send them a Subject Acces Request and ask for a copy of all your phone calls.
Rhian says
I will defo do that i have asked fos to call me again regarding the mistakes on the letter they have sent to provident i hope this doesnt affect my chances
Rhian says
I have spoke to provident today and they confirmed it was ok to cash the cheque as it was upheld further redress would be seperate i noted date time and caller so fingers crossed now will chase next week
Moira says
Hi sara,
Morses club have sent me paper copies of loan breakdowns and final response. I’ve decided to send to fos, how do I send the relevant stuff as they are asking not to send paper copies in if possible. Will it affect anything? Thankyou
Sara (Debt Camel) says
Can you photograph the final response?
That is the most important bit. Morses should supply everything to FOS in their case file. You only really need to supply the loan details if Morses aren’t sending across their case file, and that is months away.
M kefford says
Hi sara,
Yes I have sent that over today via resolver, thankyou.
Jayne says
Provident agreed to refund me on 2 loans back in April, this was for just over a £1,000 which I didn’t cash. FOS said they should refund me on 22 loans and Provident agreed on 1st October and said I would receive an outcome within 6 weeks. I called Provident on Wednesday of this week to chase it up and they said I would receive an outcome today. I have received it albeit they have not included the initial £1,000 they sent to me in April. I’ve called them again this morning and they’ve confirmed I will receive 2 cheques within 14 days. Total refund is £13,712. I’m so grateful for all the help and advice I have received from Sara and everyone on this this site too.