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?
Anne says
can anyone give time frame out in claim july 2020 to prov finally got offer on jan 9 th for ludicrous amount that made no sense and upholding 1 out of 9 and only the newest one.claims team sent to fos on 12 th jan as priority case due to health issue supported with health evidence and financial priorty bill issues impacted as well .what wait time roughly in months should i expect thank you
heather says
No it just says they are upholding the claim for 2012 and will be posting the cheque to me I even had to request a breakdown of the repayment as the original email only gave the amount with no details and even on that breakdown it is the just the breakdown with no further info Can I just email email them and make it clear that I am accepting this as a partial settlement and not a full one I feel that their attitude is terrible and I will be pointing this out to the FO I have just yesterday received a message from the FO asking for further details and saying I will be assigned someone to deal with the case I contacted them at the beginning of Jan as I felt I was getting nowhere with Provident
Sara (Debt Camel) says
it is hard to say what the best way forward here is – to cash the cheque and then argue later or contact them and risk then being told cashing the cheque is accepting it as full settlement.
heather says
Hi an Update on the above
I rechecked everything on the emails from Provident and nothing to say a final settlement so I cashed the cheque for repayment for 2012 loans and informed Provident that I was considering this as a partial settlement and I was sending to the FO asking them to look at the earlier loans and received the reply they will wait to hear from the FO so I may get more eventually. In the meantime I have money to pay off my remaining debts with StepChange and some left over I will update everyone when I hear from FO
Great website very helpful
Ruth says
Hi
I have received an email from my adjudicator stating that loans 4-20 should never have been given. He has recommended that Provident repay all the interest plus 8% simple interest on the payments and has given Provident until 28 Feb to respond. How likely is it that Provident will agree with this recommendation? How likely is it that they will respond by the given date? And is this the last hurdle before redress would be paid out?
Amie says
Hi Ruth,
I had pretty much the same email. Provident was given until the 10th Feb to respond. I still haven’t herd anything. I think provident purposely go out of their way to delay things.
Linda says
Hi I think you need the total interest amount you paid per loan and when you finished the loan, you then calculate 8% of the interest you paid per loan and x that by how many years you finished the loan until today. So say the interest for the loan is 2000.00 you add the 8% which is 160.00 and if you finished that loan in 2012 you x 160 by 8 years. I hope that’s correct that’s how I worked it out. Don’t forget you have to pay tax on the redress as well.
Ceri Thomas says
Took out a loan with Provident, it seems that each loan I took out was running side by side. I was under the impression that the new loan would pay the balance of the old loan. Due to the fact the door operative never gave me the full amount the balance of the remaining loan was paid off.
I since received a payment from Provident for one loan as being mis sold.
When I point out that there was in fact 3 loans I am hitting a brick wall. They say I was financially in good order!!!!!!
yet they have admitted that I was mis sold the door step loan. I have contacted Provident for a response I have received a reply today saying the decision stands.
Should I take this to the Financial Ombudsman?
Ceri Thomas says
Hi
The loans were for £300,£600,£300,£800,£300.
£300 loan £148.50 interest
£600 loan £450 interest
£300 loan £225 interest ***
£800 loan £755.20 interest ***
£300 loan £225 interest ***
The loans marked with an *** were passed to a company called PAR of which I was making monthly payments to.
Provident offered £984.45.
I was under the impression that as I took out one loan with the second the balance was paid off etc.
Eachtime I did this I never received the full amount because the agent was amending the balance etc.
I emailed Provident asking for an explanation but recently received an email saying That as far as Provident their decision stands.
Kind regards
Ceri
Sara (Debt Camel) says
so the offer of £984 – is this a cash offer? Are they also proposing to clear the balances?
Do you still owe balances, if so how much?
Are provident proposing to remove the default from your credit record?
Ceri Thomas says
The offer was paid by cheque, which the withheld income tax was £96.53p. all defaults to be removed from my credit file and balance paid to PAR. No idea if that has been paid has PAR said they would be dealing with Provident direct.
Sara (Debt Camel) says
So you have been sent a cheque for £984 and the balance is being cleared. Do you know how large the current balance is roughly?
Ceri Thomas says
Yer if they have paid PAR the balance would be £2366.58.
Sara (Debt Camel) says
So if they clear that and you have that cheque it looks like a good result, doesn’t it?
If you think so, I suggest you email Provident saying you are accepting their offer of a cash refund of £948 and to clear your balance with PAR.
And you cash that cheque.
You can then follow up with PAr in a few weks to check it has all been done.
Ceri Thomas says
Ok thanks for your help.
I asked why they allowed the loans to run along side each other and that the loans were not paid off then I receive the balance.
The lady gives no explanation to this at all.
Should I continue asking or call it quits?
Thanks again
Sara (Debt Camel) says
If the offer is good, there doesn’t seem much point in this. It may be your agent was on the take, but this could be hard to prove.
I’m sorry but it all comes down to how good the offer is. I am worried that you don’t seem very confident about the numbers but they look ok to me. If you go to FOS it could be a long wait for no better result.
Of course if Provident aren’t clearing that huge balance that makes a big difference. But then you can go to FOS as they told you they would so on that basis you cashed the cheque.
Lynne says
Last update from me- today received my redress cheque from Provident and an email listing all the breakdown for the redress including the 8% interest and the amount of Tax deducted, worth the wait. I can claim the tax back as I’m a pensioner and don’t pay Tax. So THANKYOU to Sara and others whose stories I read and allowed me to get up the gumption to do something. I wish everyone all the very best of for your cases.
Alyson says
I’ve got my complaint going with provident….. so while I’m waiting on the fos I thought I would start my claim against Naylors so for those who have emailed naylors did you get an acknowledgment email off them at all as I have had no response as yet
Carrie says
I haven’t heard anything from naylors either
Linda Carroll says
Hi
I have received an offer today from provident for £1504 for 3 loans, the rest (total of 11 loans) their saying was lent responsibly. Is there any point in taken this to the ombudsman or just except what they have offered me?
Linda
Ruth says
Hi Linda
I had an offer from Provident for £1200 on 2 loans (had 20 in total). Since then FOS has recommended that Provident redress loans 4-20 so I would definitely take it to the ombudsman if you feel the offer is unsuitable.
Linda says
Thank you Ruth, can I ask how long you waited once sent to the ombudsman?
Ruth says
Hi
I sent to the ombudsman in September, had the first email of the adjudicator on 23 Jan then had another email on 14 Feb with their decision – Provident have til 28 Feb to respond to the recommendations so I’m hoping it’s all sorted soon
Robert says
Hi Ruth,
Did the adjudicator ask you to provide anything eg statements or any other back up?
John says
Hi Ruth
See when they contacted you on the 23rd of jan was that them telling you they were looking into it or letting you know they have contact Provident for your complaint details?
I got email on 28th of jan asking for me to send anything I have in relation to my complaint and they were contacting provident about my complaint.
I’m just trying to get an idea if that means an adjudicator Has picked it up.
Thanks
John
Linda says
Thanks Ruth, think I will take it to FOS, Ive had loans from about 1997, (I know you cn only go back to 2007) but there seems to be some loans they have not acknowledged, gaps between loans, which there never was as I always took another loan out as soon as I finished one. Also according to them my last loan was 2013, but I have bank statements up-till 2016 showing regular payments going to them.
Ruth says
Hi Robert
No the adjudicator didn’t require anything else from me.
Hi John
The email in Jan was an email from the adjudicator introducing himself and explaining to me what would happen next.
John says
Hi Ruth
Thanks for replying. Did you get a first email giving your reference number and telling you they have asked Provident for your complaint information before the adjudicator contacted you in January?
John
Ruth says
Hi John
Yes I did and they gave Provident til 23 November to send the case file over but they didn’t actually receive it til 29 December.
Linda says
Only received my letter off provident on Wednesday to tell me what they were offering me, and just received the cheque this morning, that was quick hadnt even said if I was accepting it or not. Do I send the cheque back or just keep hold of it, as Im now going to the ombudsman??
Linda
Maureen says
Regarding my morses complaint. The fos ruled in my favour for loans 7 onwards and have given morses club til 19th to respond. I checked my morses club loans outstanding today and it says there are no outstanding loans, my balance is zero. Does this mean morses have agreed with the fos? I havent had anything from them regarding redress or anything from fos yet. Any thoughts please?
Maureen says
Just received phone call from fos, morses have agreed and have cleared the balance, rest of redress should be with me in the next 28 days!! Am so happy. Thank you sara and good luck everyone
Jo says
How long did this take if you don’t mind me asking?
Maureen says
Hi Jo,
It took 3 months for adjudicator to pick up at fos, then 2 weeks for him to make a decision and 10 days for morses to agree so just under 4 months from sending in to fos. Good luck
Jo says
Thanks for your reply, that’s good then. Hopefully mine won’t take too long!
Ceri Thomas says
Hi
I am sure the agent as you say is on the take as I can remember sitting in my lounge with her “paying off” one loan as I thought and being handed the balance.
As you say its so hard to prove.
I will contact PAR in a week or two to double check that Provident has paid the balances remaining and also check my Credit File for any sign of Provident to be removed.
Once again, thank you for your help
Ceri
Gemma says
Hi
I have recently had my loan info from Morses. I only had 6 loans in total over the space of a year. Do you think that will get any response with regards to offer? I see people usually have a lot more loans than just 6.
Thanks
Sara (Debt Camel) says
In this sort of situation people will often only get a refund for the last 1 or 2. But it does depend on the size of the loans.
Carly says
Hi all, its me again :)
Provident agreed with the adjudicators decision on 4th January. They have missed 2 deadlines from the adjudicator. I ring Provident weekly, sometimes twice a week, I dont understand the hold up. I have emailed both Neil and Malcolm and received no reply. Has anyone else’s taken this long? Tia x
Sara (Debt Camel) says
so the 2 deadlines they have missed is to actually pay you?
Carly says
Yes. I just received a email from my adjudicator and he said he would email them again. He also said I should ring them, which I did. They said they are awaiting a reply from a debt company because they have to call back a debt from 2008 as part of the recommendations. Just feel like I am stuck at the moment.
Sara (Debt Camel) says
ah this sort of situation does take longer.
Carly says
Last update from myself. I finally received figures for my refund this morning via email. A cheque for around 17k should be with me within 14 days, I am so happy. Thank you Sara and everyone, for your help and advice since August. To others don’t give up and good luck :)
Linda says
Hi Carly
Can I ask for how many loans that was and over how many years? Did they refund all your loans. Hope Im not being to nosey.
Carly says
Hi Linda,
Loans 4-28 were upheld, dates were between 2008 & 2019. The Total interest payments I paid was 12k. Happy to help :)
Michelle Louise says
I put a complaint in with Morses in November then got a letter saying they are still investigating the complaint , Just wondered how long should I wait for a final response. Thanks
Sara (Debt Camel) says
Send that complaint to the Ombudsman now!
Michelle Louise says
Ok will do , I don’t know where to start really , Write up a letter with my complaint etc Do I need to get the paperwork from Morses or will the Ombudsman get them. Thanks
Sara (Debt Camel) says
It’s easy. The Ombudsman has a form to fill in, see the article above which has the link. Just say when you complained and that so far Morses have just said they are still investigating.
You don’t need the morses paperwork, they have to send that to the Ombudsman.
Miss joanne says
Hi everyone.
So I’ve sent the letter to provident as advised on this site. That was January, they have acknowledged it. Today they emailed me statements of my loans (there was a lot) I’m going to print them off when I get chance,How do I work out how much they should offer me? And what is the next stage,will they just offer me an amount now?
Sorry for all the questions,I’m just unsure of the procedure.
Thanks jo
Sara (Debt Camel) says
have you added up how many loans there were? and how much interest you paid on them?
do you still have a loan outstanding?
Jo says
Hi.
I had 19 loans altogether from 2006-2016.(I had them before this but they don’t show.
I haven’t got any outstanding loans with them,
I haven’t added up the charges yet either but will once I’ve printed off as the information is stored on my phone and not easy to see.
Jo
Sara (Debt Camel) says
ok, it is the interest that is the important number. Ignore any loans before April 2007 and you won’t get those refunded.
Jo says
So the charges are,from May 2007 -2016 £6,222.Wondering if and what they will offer 🤔
Jo
Sara (Debt Camel) says
They should add 8% interest per year to the refunds. I would hope they offer at least £7500.
Lottie says
Hello does anyone know how long provident take to settle a claim after they have agreed with FOS’s findings.
It’s been nearly 6 weeks and I have called a couple of times and no response
lynne says
It should be 28days, go back to your adjudicator if you are not getting anywhere, my adjudicator told me to contact him if I don’t hear within that time and he will chase it
Mike says
Just wanted to say a huge thank you to Sara and the help of this great website. Today I had a breakdown of my redress (8.9k) and the cheque, which will be sent within 14 days. I wouldn’t have been able to do it without the invaluable info held within these pages, so a sincere thank you. Good luck everyone and please do persist.
Jo says
Hi.
Just wondering if all cases had to go to financial omnibus or have has anyone actually been able to get a satisfactory result direct from Provident?
Thanks Jo
Sara (Debt Camel) says
Provident doesn’t often make good offers at the moment – sometimes people with very good cases get offered nothing :(
Michelle Hay says
I made a complaint in Oct 2020 and received an email on Wednesday that they would uphold 1 of the 6 loans however no redress was due as it went to debt collection. I emailed fos last week and I received an email this morning asking for a copy of the final response letter. I have sent that to them today so hopefully I will get a better response from them.
Linda says
Hi Ive decided to go the ombudsman with mu loans from provident as they are only willing to uphold 3 if them. I know they will not consider any loans before April 2007, the list of loans provident as giving me are from 2001, but I have had loans since the mid 90’s with them, just I never gave the other addresses. So my question is should, I send these addresses on, so that the ombudsman can see exactly how long I have been borrowing from provident, or will they not need that information or take it into account?
Thanks Linda
Sara (Debt Camel) says
The Ombudsman is interested if you had Loans before April 2007 but only so far as they affect the refunds after that date.
But I don’t think it will make any difference to the FOS refund if your borrowing started in 2001 or the mid 90s. You can say you have been borrowing for longer but I wouldn’t go into much detail about it.
Linda says
Oh right thanks Sara, as anyone had any joy with getting anything back from earlier do you know?
Sara (Debt Camel) says
No one. The legal basis for these refunds was a change made to the Consumer Credit Act in April 2007.
Kerry says
Hi can someone please help, I emailed provident and they investigated in my married name and current address even though I also gave my maiden name and previous address. They found four loans. So I emailed them back to say I had many more loans in my previous address and maiden name and could they look into it. They then emailed to say they had no record of me at the previous address. I know I had loans at my old address I had loads and I remember my provident ladies name who gave me the loans. I’ve told them this but I’m worried they won’t get the info I need. My twin who lived with me at the previous address had her loans located there but not mine. We had seperate loans. What can I do? I gave them my old providents name but not heard back
Nicola says
Hi
I’ve had my statement from Provident, it only shows 6 loans, I know I’ve had a lot more as I remember have 2 or 3 loans going at once, also the agent would sometimes give me a loan on my husband’s account and vice versa.
I am still waiting on my husband’s statement to come through, I dont know how mine can come through but his hasnt yet when we live at the same address.
Also I have done it for my mum but not heard a thing only acknowledgement they have received the complaint.
We all had the same agent, whom I think was on the make.
Can I request another look for more statements from them?
Margaret says
Hi Sara, within a few weeks of contacting GR Finace about my complaint they have paid off my balance with Stepchange , closed all accounts and will be contacting credit references agency to remove my details. Thank you for the advice. My next enquiry is regarding guarantor loans. I had one with TFS loans from 2011/2015 for £3000 paying back £8150! Had a couple of late payments but now closed. In 2013 I took out guarantor loan with Amigo for £5000 paying back £11857 however due to illness I reduced monthly payments and in 2019 the debt was sent to debt collection agency. The same guarantor was used for both loans. Do I have a complaint to both these companies? Would appreciate any advise. Thanks.
Sara (Debt Camel) says
TFS – yes send them a complaint now. See https://debtcamel.co.uk/how-to-complain-guarantor-loan/ for a template letter. That loan is old, expect TFS to reject your complaint on those ground but the Ombudsman may well still look at it so send it straight to FOS.
You need to get your bank statements to help with this going as far back as is possible. Don’t delay, ask your bank for these now, even if you can only get statements for 2015. You can win a case at FOS without statements but they make things easier and it also helps to be able to show FOS that you have asked for them.
The Amigo loan – is this with Intrum? Is your guarantor making payments?
Margaret says
Yes it’s with Intrum but I had been paying £100 to Amigo instead of £197 but it’s now included in Stepchange budget as I didn’t want to use guarantor. Regarding TFS can I send complaint to them first or does loan go too far back?
Sara (Debt Camel) says
You have to complaint to TFS and to Amigo first before your complaint can go to the Ombudsman.
Amigo are trying to get out of paying proper refunds by setting up a “Scehem” that means people will get very little back, possibly only 5%, on repaid loans, but for you as you still owe mmoney this is still worth going for a complaint. now.
Amie says
Good morning, so on the the 17th February I had an email from the adjudicator stating that provident agreed with with their view on my case. It then stated I had to agree with providents offer, provident didn’t offer me anything there wasn’t any figures to agree with so I’m guessing I agreed to provident agreeing with with adjudicator? Well I agreed anyway it just seems strange agreeing to an offer when no figures have been presented. Like I said previously though I am just agreeing with the same view as provident regarding the adjudicator.
Will provident send a breakdown of how much they will be paying out? The adjudicator has given provident 4 weeks to get intouch with me
Mike says
Hi Amie.
I’ve been in the same situation recently. The FOS didn’t really deal with figures in my case. They just said you should be re-paid loans (for example) 4 to 14. Provident then agree or disagree and so do you. They then send you a breakdown within 4 weeks like you said. In my case they sent it through within 3 weeks and said a cheque would arrive separately within a further 2 weeks. The 8% added on was a really nice surprise as I didn’t expect it to be that much. Here’s hoping you get the figures you deserve. :)
Amie says
Thank you for the reply, I am so glad you had more than expected. I am shocked provident actually responded before their deadline lol, it’s usually after isn’t it! Hopefully you receive your cheque soon 😀. So I take it now I am waiting on figures fingers crossed I hear something soon. Thanks again Mike
Mike says
Did you get a list of all the loans you took out with them sent to you by Provident? You might have received this a little earlier in the complaint. From there, you can gauge a rough estimate of all the interest you paid on the loans the adjudicator/ombudsman agreed you should be refunded. The 8% interest simple is a bit of a bonus but pretty hard to figure out (at least it was for me 🙈). Good luck again Amie. 👍
George says
Had about 30 lons over the years..with 23000 interest.provident said they were all affordable..
Sara (Debt Camel) says
Do you still owe any money?
Have you sent the case to the Ombudsman?
George says
Wife is filing complaint with ombudsman just now..hopefully get someone to deal with it…surprised provident didn’t give an offer on any of my loans.
Dont owe any money either.
Sharon says
Can I claim back my mum and dad’s loans. They have both died in 2017 and 2018. But had several loans between them.
Sara (Debt Camel) says
do you know how long ago the loans were?
Sharon says
Yes from before 2007 till they both passed. I threw away their payment books when we cleared their house. Never thought I needed them. I have both death certificate and I am the power of attorney.
I know they both struggled to pay the loans, they like many others had several loans on the go at once. They often robbed Peter to pay Paul as they say.
Sara (Debt Camel) says
So yes you can make a complaint.
It is a shame you threw the books away as I don’t know what records Provident will have but this is worth a try!
Moira says
Hi,
Morses club and I have agreed with the adjudicators decision and morses have said to allow 28 days for payment to be sent to me via back. Anyone know if they do send payment within the 28 days or do they take longer? Thankyou
Cj says
So received an email from ombudsman upholding 17 of 19 loans from provident ..I couldn’t be more happy. They have given provident until 8th march to reply roughly 9k interest plus 8%
Bev says
Hi,
Does anyone know How long the ombudsman is taking to take up complaints I sent my complaint for provident in on the 6/11/20 I havent had any reply since, does anyone have any idea how long they are taking to respond
Thanks
Vickie says
Hi bev, not that it is much help but I sent my complaint in on the 10/11 and still haven’t heard from ombudsman either. I last emailed for an update and they said on the 05/01 they had received my file from provident and were waiting to assign an audjudicator but still nothing yet.
Tina says
How do you start the whole process my loans were from 2005 till 2010 something like that
Mike says
Read the article at the top of the page and follow the steps outlined. Good luck
Kat says
Anyone know how long it takes to receive a offer/cheque ? We’ve had the email to say that they have agreed with the ombudsman and that they will contact us with a breakdown but nothing since ?
Linda says
Hi
Not sure about when its been to the ombudsman as mine is with them at the min, but when I got my first offer off provident, I had it within 2days of the offer. I hadn’t even accepted the offer they just sent it out to me
Debbie says
I have just received a letter back from Provident rejecting all 13 loans. The loans dated from 2007 – 2015. They were:
14/07/2007 for £500 – interest £275 – paid up 02/02/2008 @£25 per week
31/05/2008 £1000 – interest 1047.50 – paid up 05/05/2010 @19.50 per week
06/11/2009 £1000 – interest £1,120 – paid up 01/11/2011@£20 per week
04/10/2010 £1250 – interest £1400 – paid up 09/05/2012 @ £25 per week
24/08/2011 £1500 – interest £1680 – paid up 04/07/2013 @ £30 per week
27/10/2011 £1000 – interest £1120 – paid up 01/10/2013 @ £20 per week
04/05/2012 £1500 – interest £1680 – paid up 19/11/2013 @ £30 per week
01/07/2013 – £1500 – interest £1800 – paid up 21/04/2015 @£30 per week
28/09/2013 – £1000 – interest £1200 – paid up 21/07/2015 @£20 per week
15/11/2013 – £1500 – interest £1800 – paid up 21/07/2015 @ £30 per week
15/11/2013 – £300 – interest £267 – paid up 02/12/2014 @£9 per week
21/04/2015 – £1500 – interest £1800 – still paying @ £30 per week
14/07/2015 – £2500 – interest £3000 – still paying @£50 per week
I had already sent it to FOS as Provident had gone over the 56 days so I had put in my complaint that they hadn’t replied in time. Do I now contact FOS to say I’ve had a rejection letter or leave it until they get in touch with me? Also, is it worth carrying on with the complaint? I was sure they would uphold some as at the end my repayments were £400 per month.
Sara (Debt Camel) says
oh that is not good :(
You absolutely should carry on with this complaint at the Ombudsman, that length of repeat lending and the way the debts were getting larger is a very strong case.
Are the current repayments affordable? If not you should ask Provident to be able to repay at a lower rate.
Debbie says
Thanks for the reply – I was so fed up when I received their reply. I have now been paying lower payments.
Debbie says
Thanks Sara – I thought it was a strong case – I was ready to give up but happy that you thought the same. I will carry on. I am now paying at a lower rate.
Laura says
Hi Sara I have recieved similar today….
11 loans from 2012-2016….. varying amounts from £200 too £2000. Provident say they were all affordable but if you look at the dates everytime 1 was paid up it was because I had taken another loan.
I sent off the the FOS 2 weeks ago whilst I was awaiting provident response however I didnt have all the loan details then as I was still awaiting them (and tbh I couldn’t remember them) all loans are paid up and because of that they are affordable…?? I actually took another loan at high interest to clear them all as they were crippling me. What do u think my chance are?
Pat says
Hi debbie definitely carry on same happened to me provident turned down all mine but FOS upheld 19 out of 24 loans i got back over £15k took 11 months from start to finish but worth it and yes i would forward to FOS all that provident have sent you and good luck but don’t give up.
Debbie says
Thanks Pat – I did think it wasn’t worth it but after reading your comment I will carry on. Glad to hear you got a good offer
Chris says
Can I just ask Sara…..
I put a complaint in to loans at home for my uncle who has learning difficulties, they called him he said he hadn’t put one in as he had forgotten also felt abit on the spot on the phone. Where do I stand at re-submitting and asking them not to call just communicate through email?
Sara (Debt Camel) says
when you put in the complaint, did you say you were doing this on behalf of your uncle? or would it have looked to loans at home as though he had done it?
Chris says
That he had done it! I did one for my dad and didn’t get any calls back so assumed this would be the same. What can I do.
Sara (Debt Camel) says
Bother.
OK he needs to act fast on this one. he needs to email them saying that he had made a complaint on dd/mm/yy and that because he has learning difficulties, he had been assisted to make this complaint by his son, [name] whose email is [xxxxx]. When he was phoned on dd/mm/yy he didn’t understand what they were talking about as he has a poor memory for financial matters. But he does want his complaint to be considered.
He should ask for his complaint to be handled by their Vulnerable Customers team because of his learning difficulties. And say that he would only like to be contacted by email as he finds phone calls difficult and that he would like them to also copy you in on all communications as he may not understand what he needs to do.
Will he be able to get a letter from his doctor about his learning difficulties?
Chris says
Yes I should think so. Do you think we have a chance of the complaint going ahead?
Sara (Debt Camel) says
With a letter from the doctor, yes. But don’t wait for that, get the email into them today saying that he didn’t mean to say he wanted the complaint cancelled.
Jack says
Hi Sara,
I am helping my ex wife with a claim against Provident. She had 10 loans between 2012, amd 2014, and repaid 7 until finances collapsed and the last 3 had to go in to a DAS. the other 7 all look paid up but in reality, most were being refinanced. Provident are saying there was no unnaforabilty because she paid up, and she never complained so it must all be ok, where in reality to finance the loans she had to take out loans with Wonga, P2P and Sunny. And then when nobody would give her money then that is when the DAS happened. Where do we go now. I have the original payment books, the statements which clearly show 1 loan going to 2 then 2 more bigger loans then 3 loans then 3 more bigger loans with only gaps of days between them, until collapse in Dec 2014. I also have some arrears letters. Do i go straight to ombudsman, or send provident a letter, saying we reject their decision. £2550 went into the DAS (capital and interest).over the period she borrowed.4700 capital plus 3874 interest. DAS Payment took from jan2015 till nov2019 5 years. interest was frozen, but never reduced, so for payback period alone i calculate 5400 at 8% simple.
Sara (Debt Camel) says
send her complaint to the Financial Ombudsman, see article above for how.
Tanya says
Hello, my claim against CLC finance is with an adjudicator at the moment. She has requested them to repay interest on loans 9-33 and to respond by the 15th of February. My adjudicator contacted me to let me know that CLC had requested an extension of the deadline until today 25th February due to the amount of complaints they are currently dealing with.
What will happen now if they still don’t respond?
Sara (Debt Camel) says
if they don’t respond it will go into a queue to be looked at by an Ombudsman.
Tanya says
Hi, had an email today from ajudicator and CLC have not agreed with the decision. It will now be looked at by the ombudsman. Does anyone know how long it usually takes for an ombudsman’s desision?
Vickie says
Hi there,
I put my complaint in with fos on 10/11/2020. They confirmed they received my file from provident in January 2021. By the 10/03 it would have been 4 months they have had my case. Has anyone elses case taken over 4months to be assigned an audjudicator by FOS?
Sarah says
Mine went to fos in September, they requested bank statements in Dec 20 yet to this day still hasn’t been picked up by anyone so I’m not sure how they work it as I’ve seen others get handled and results a lot quicker
Cj says
So fos upheld my complaint and have written to provident .j have an outstanding balance of around 400 and hey text me today asking for payment . Do I pay or do j just tell them what fos has said
Sara (Debt Camel) says
I would reply that they need to respond to the FOS decision.
Carly says
I had an outstanding balance. Once Provident agreed with the adjudicators recommendations, I rang my agent and told him, he told me to stop making payments. I did however continue to have the missed payment texts, emails and phonecalls, right up until they sorted what they owed me. They don’t seem to communicate very well between departments.
Pamela says
Hi everyone
I have stupidly started a claim with a company not knowing I could do this myself. They have sent it off for me and said not to communicate with provident and only to go through them (they take 30 percent) can I still proceed with my own complaint and leave this company? Wasn’t thinking straight and was just so excited to get a refund on the very many unaffordable loans I have had since 1998. I know it’s only claimable since 2007 but even at that I think I must have had around 18 loans between then and 2015. Any help would be appreciated
Pam
Linda says
Hi Anyone know what morses/shopacheck are like with their time scales please? Deadline is up next Wednesday, but I know with provident they asked for another 8 weeks due to Covid, anyone know if Morses will ask for this too?
Margaret says
I contacted Morses in January and had a standard letter from them stating they would get back to me in due course!
Maureen says
Hi Linda,
To be fair morses did send me my final response on the 8 week mark, was very poor though so sent through to the FOS. Took around 3 months to be picked up by an adjudicator then 2 weeks for him to send his findings. Am currently waiting on redress to be sent from morses, they said allow 28 days but they have corrected my accounts. Still have 20 days to wait for redress to come through, goodness knows why it takes so long!! Good luck with yours 😃
Linda says
Thanks Maureen, yes im expecting it to be poor, so will prob send it onto the ombudsman too. Can I ask how many loans they up held before the ombudsman then how many after?
Thanks Linda
Maureen says
Hi Linda,
They only upheld the last 4 (10-14) but ombudsman upheld 8 (7-14). Could of possibly been more but loans 1-4 were when morses were shopacheck and they were welcome finance back then who are now in administration. Good luck with yours!!
Linda says
Ahh thanks Maureen, I had a few loans with shopacheck to, do I guess I wont get anything back off them now either.
Sara (Debt Camel) says
I would. send it to FOS at 8 weeks.
Debra Burke says
I have sent letters to provident asking for refund back in June 2020, had a standard letter to say they would look into the case but heard nothing, so end of August I sent to FOS, had an email December to say it was passed to a Judicator, still heard nothing, can anyone suggest what I should do now.
emma says
hi i had an email from the ombudsman saying they chased provident up for me and they have agreed to pay back the interest on 10 loans and that they have not sent the ombudsman the break down. the ombudsman said if i have not had it within eight weeks to get back in touch. It seems a long time eight weeks to wait has anyone had to wait eight weeks for there break down to arrive can anyone help me with this thank you :)
Carla says
Should I pay tax on my refund from provident
Sara (Debt Camel) says
Tax has to be paid on the 8% simple interest part. Has Provident not deducted this?
Heather says
Provident should have paid this for you it should show in your breakdown of repayment
If you are a non tax payer you can claim this back from the tax man
Sara (Debt Camel) says
Basic rate taxpayers can also claim back £200 of the tax deduction in each tax year. See https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/
Lisa b says
How long have people been waiting for loans at home give a final response
Thanks
Sara (Debt Camel) says
send your complaint to the Ombudsman at 8 weeks if they haven’t replied by then.
Do you still owe them money?
Lisa b says
I don’t think I do owe them any I will send it tonight been waiting 19 weeks thank you
Nicola says
Hi Lisa
Loans at Home emailed me at 8weeks and advised that they would need another 5 weeks for final response due to the pandemic. The 13 weeks was up on Friday and still no response. Very frustrating!
Sara (Debt Camel) says
send it to the Ombudsman! They often don’t make reasonable offers so there is no point in waiting
Nicola says
Thanks Sara, will do it today. My husband done his one with Loans at Home a few weeks before me and he got all his back at 12 weeks without going to Ombudsman. Money was transfered day after he was offered it. He must have been one of the lucky cases.
Sara (Debt Camel) says
oh! Well in that case, phone them up on Monday and give them one last chance.
Jo says
So been 4 weeks since I put my complaint letter into provident.So far they have acknowledged the email and provided statements as requested.That’s all.So at the end of March I need to prepare to contact the financial omnibusman.Do I need to include anything with my complaint? Bank statement? I also still have a message from my agent offering me loans,is that something useful?Just trying to plan ahead as I have a feeling provident are going to be difficult
Mike t says
Hi jo I had to wait 56 days for a response then sent to fos now have a latter from provident say all loans were lent responsibly so I would wait then send to fos
Helen says
Hi I put a complaint in to with loans at home they emailed this morning as it was 8 weeks since I made a complaint they have responded saying due to the pandemic they would need another 5 weeks should I give them one last chance to do so please help
Nicola says
Hi Helen
I got exact same reply, gave them the extra 5 weeks and more but to date have still not had final response. Sent mine to FOS.
Good luck with yours
Lottie says
Hello Sara, I had a complaint upheld relating to Provident , of which Provident agreed to give back the redress as suggested by FOS. This was just over 6 weeks ago, and FOS told me to let them know if I didn’t get it. I have been in touch with FOS but conscious they may take a few days to respond also, due to their busy workloads.
Do you want have any ideas of how to speed up Provident? I have called them several times and e- mailed and had no response.
Just wondered if anyone else has waited longer than 6 weeks from them agreeing to FOS findings?
Many thanks
Carly says
Hi Lottie. I waited just over 7 weeks, I rang twice a week and got no where. The reason for my hold up was that they had to call back a debt. It shouldn’t be much longer for you now.
Amie says
Hi Lottie, have you had any joy with provident yet? Provident have still got 2 weeks to issue me with a breakdown of what I should be receiving from them. I won’t hold my breath though as they seem to be taking longer than the 4 weeks they have been given.
Amie xx
Lottie says
Hello Amie,
No, still no cheque. Still no call back from them despite all my calls to them, and no response to my e- mail. The 6 weeks point in next week. So I will wait until then, and if not get in touch with FOS again.
Hope you don’t need to wait long xx
Mike t says
Hi Sara I have received my final letter from provident stating all my loans were leant when I was in a good financial situation and my credit record showed this and the believe all loans were fine I was on benefits at the time so on very low income and my credit record was very poor despite this they said all loans were upheld and refuse to refund any what should I do now do I forward this letter to fos and let them decide as I had to borrow money off family to get rid of thes people as I felt under extreme pressure to ensure they were paid off any advice thanks mike
Sara (Debt Camel) says
Yes, tell FOS provident have rejected your complaint and attach a copy of the letter.
Ruth says
Hi
Provident had until yesterday to respond to the recommendations by FOS – as they haven’t I phoned FOS today who said they aren’t too worried as provident have a huge backlog and to give them another couple of months – is this normal?
Christine says
Hi myself and my husband have been getting loans from provident over the last 20 years it got to the stage where at one stage i went to the citizens advice for help, i ended up paying £1 per month,of which i am still paying off, and yet i can still get loans off then it really beggars belief, i have just emailed them today , wish me luck .
Amanda says
Hi, myself and my partner have had Provident Loans since 2000. We sent a complaint to Provident back in January 2021. We had all the paperwork showing our accounts with Provident, then they sent an email to say they were looking into the cases. I received an email (2/2/21) from Provident saying they are looking into this, and they will give me a response in 28 days. So today (2/3/21) i received another email, saying they are still investigating the matter and will get back to me in due course. Should I start a complaint with the FOS?
Sara (Debt Camel) says
yes I think you should send this to FOS if it has been 8 weeks since you complained.
At the moment Provident seems to be rejecting a lot of good complaints so there is not much point in waiting.
Amanda says
Thank you. I will do this straight away.
Emma says
Hi could one of you lovely lot help me to calculate how much I should get back from Provident please I’ve done the first step using the template and done it via Resolver. I’ve had the email back today detailing all my loans but I don’t know how to work out what I should get back. Happy to email someone the summary of my 8 loans if that’s easier.
From what I can see lots of you have had success already and are pretty switched on with figures.
Thank you all and good luck to everyone getting your money back.
Emma xx
Sara (Debt Camel) says
You need to add up all the interest you paid on the loans.
Have they all been repaid?
Nicola says
I have a complaint in with Morses. They didnt respond in time and I sent it to FOS. Have received word from FOS, that they have given Morses until the 12th March to reply with all the information they have about my account.
Today I received an offer of £3,000 from Morses, which is only about half of the loans being upheld. They have only given me 14 days to accept offer.
Any thoughts as to what i should do?
Thanks
Sara (Debt Camel) says
how many loans were there? how old are they?
Nicola says
Hi Sara
26 loans altogether. Started in 2012, last one was in early 2019. I have paid all of these loans off.
Thanks
Sara (Debt Camel) says
have they said why they have not upheld the earlier loans?
have you added up the interest on the loans that have not been upheld? and compared that to the interest on the loans that have been upheld?
Nicola says
Hi Sara
The interest on all 26 loans added up comes to £7,000. They said they cant look at loans before 29th December 2014. They have upheld loans 15 to 24.
Thanks
Sara (Debt Camel) says
not 25 & 26? were those loans smaller or was there a gap after loan 24?
Nicola says
Hi Sara
No gaps between 25 and 26 and they were the biggest loans I had with them too with larger interests on them.
Im just worried incase I refuse offer, and these smaller businesses collapse with the everything that is going on just now.
Sara (Debt Camel) says
would you be happy if they included the last two loans in your refund?
If you would, I suggest going back to them and offering this as a compromise. Point out you may well get more of the earlier ones included if you go to FOS. And say you cannot understand why they have not included the last two loans as they were larger, so even less affordable, and your borrowing was continuous with no gaps. Copy ricky.essex@mclsfs.co.uk in on your email.
Nicola says
Hi Sara
Thank you for your reply. I shall email them again. Having went back over the list of loans they sent me out at 4 weeks and checking them with there offer today and the loans they are upholding on the letter, i can see that none of the loans match up at all. They have got that loans were for smaller amounts and yet they were for larger amounts. Only thing they have right is the dates they were taken out..
Something is not right!
Leslie says
I put in a claim to provident on the 4th January they sent an email on Monday saying they were still looking into it so I referred it onto the FOS as that was 8 weeks, today I recieved an email with an offer of £3400 from provident minus the £1000 still owed. So a check for 2400 will be issued to me, just wondering what I should do will I continue with FOS as It was only sent to then on monday so no response yet and could take a while as Provident only upholding 5 of 20 loans. I worked out I paid about 9000 in interest on all my loans.
Any help would be great, Thank you.
Mike says
Hi Leslie
I guess, ultimately it depends on what situation you are in now. Are you able to hold on for possibly 6 months (or longer) while the FOS process goes ahead? If you can, you are likely to get a FAR better offer from them. I had 19 loans. FOS agreed 14 of them should be repaid. Redress was 6k and 8% statutory on top was 3k. So I had 9 grand back in total. You could be looking at more than that if you can manage to wait while the cogs of the FOS turn slowly. Go through the FOS would be my advice, but ultimately it’s up to you. Good luck
Leslie says
Hey thank you for replying, yeah its money that I wouldnt of had if I hadnt of seen this so I’d be happy to wait, do you know what I do with the cheque once it comes do I send it back to provident or do I contact FOS and let them know because when I sent it off on monday I havent received anything from provident yet.
Sara (Debt Camel) says
oh keep the cheque! Then talk to FOS about whether you can cash it and carry on with the FOS complaint.
Linda says
Hi I received this today from the company dealing with my loans :
Your lender has also indicated that they are unable to investigate the loans issued to you on or before February 2015, as they are were taken more than 6 years ago. Although the FCA’s rules do state that all complaints must be brought within six years of the cause of the complaint (here the loan being approved), there is a caveat that allows for situations where customers only became aware of the issue or ability to complain subsequently. That being said, your lender has indicated they no longer hold any customer data for these agreements. Therefore, if you wished for the loans issued to you on or before February 2015, to be investigated, you would require to provide evidence of borrowing, such as the loan agreement paperwork. If you no longer hold this data, it is unlikely the FOS will be able to investigate these loans.
Anyone know if this is right? Would I require paperwork if I took this to the FOS, as they are saying they hold no data before 2015.
They have upheld loans 13-20 but not loans 8-12. Is it worth pursuing or just take what they have offered?
Sara (Debt Camel) says
who is the lender?
how much have you been offered?
Linda says
Hi sorry the lender is Morses, ive been offered £3200
Rob says
Hi Linda
Morses make poor offers. They offered me £1,000. So sent to FOS, and now Morses have agreed with them and now getting £7,000 instead. My loans started 2012, but FOS upheld loan 6 onward and that was from early 2014.
Good luck.
Linda says
Thanks Rob, did they not uphold the ones in 2012?
Rob says
Hi Linda
FOS said first 5 loans from 2012 were affordable. They were the smallest of loans to be honest. So very happy with the outcome.
Maureen says
Hi Rob,
Could i ask how long morses took to send you your redress? Morses offered me £1050 but after sending to fos and morses agreeing with their finding they are sending £2969. They said 28 days, been 14 so far just wondered if they stick to the 28 days. Well done on your results and 🤞 for anyone else still waiting.
Jo says
Did any of you get any paperwork off them for loans older that 6 years? They said they only hold for 6 years!
Jo says
Has anyone had there list of loans from provident but only been in there current address? I’m having problems with them getting them in my old address.
Michelle Louise says
Hi ,
I currently have a claim with Morses which is now
With the Ombudsman. My question is I used to have
Shopacheck too So I want to know with it being the
Same company just a different name I don’t have
To do two separate claims.
Thanks
Sarah Heydon says
Hi Sara,
I helped my brother in law do an affordability complaint with Provident in January, he had all the loan information and the interest he had paid over the years was over £11.000.
This morning he had a cheque through the door for £1541, all the letter says is here is a payment in regards to your complaint, nothing else about which loans were upheld, nothing that states full and final offer.
What should he do going forward? Does he bank the cheque but still send to FOS?
Sara (Debt Camel) says
So he has two options.
He can phone Provident and ask. They are very likely to say he can only cash it in settlement of the claim :(
Or he can cash it right away. He may be able to pay the cheque in through mobile banking? And then send the case to FOS saying Provident haven’t responded to his complaint in January but they have sent a cheque which is inadequate so he wants FOS to look at the case. Say he has cashed the cheque as provident haven’t said it is final settlement of his complaint and he needed the money.
It’s up to him. It’s Provident’s fault for not being clear. But he may feel he should check with them first.
Sarah Heydon says
Thank you so much for your fast response.
He is going to bank it and has complained to FOS
heather says
Hi Sarah,
I had a a offer from Provident via email saying they would repay me 3.400 in regard to 2012 and cheque would be posted out. Nothing to say if I cashed it it was in full settlement I asked for a breakdown of loan which was emailed to me, again nothing to say if I cashed it it was in full settlement so I cashed it and then emailed Provident to say I was accepting it in partial payment of my claim and that I had sent a complaint to the Ombudsman and got the reply from Provident I had every right to do that and they would await the outcome.
I am still waiting to assigned some one to look at complaint I emailed the Ombudsman that I had done this
Hope that is of some help
Sarah heydon says
My brother in law has today received the breakdown of all his loans.
6 they have said are before 2007 so they are disregarded.
Out of 9 loans they have upheld one as irresponsible lending but the 8 after as affordable!!
He has banked the cheque and contacted provident to tell them he was accepting that as a partial payment for the one loan upheld and he was taking the rest to FOS, they said that that was OK for him to do and it had all been noted and that they would work with FOS when they are contacted
Lisa says
It sounds like a fair few of you are hearing back, I put my first complaint in over a year ago. Provident only sent a few of my loans through so I went to FOS and still awaiting the full list from Provident even after numerous emails to them.
The FOS replied once to say they would deal with it and heard only back once since asking me to send any further information in if I had it. That was September time.
I have chased both again this morning
Rob says
Hi Maureen and Jo
Not got redress as yet from Morses. They have said the same, allow 28 days for bank transfer of payment. List of loans i received from them were from the very first one i had with them which was in 2012.
Jo says
When did you get the list? As they told me they don’t hold any data older than 6 years.
Linda says
Yes they have told me this as well Jo, just wandering if they are just saying this, as no one really keeps the paperwork at home
Rob says
Hi Jo
I received my list pf loans at end of last year. My wife who also has complaint in with Morses, just received her list last week. Both of our list of loans start from 2012. Something not right if they telling you different. Has yours been sent to FOS? Maybe they will have better luck getting your older loans.
Jo says
No not yet 8 weeks are up on the 16th. Do you think they will have luck retrieving the older ones? I had shopacheck aswell but again they said they can’t give me.
Maureen says
Morses took over shopacheck in 2014 apparently and they couldn’t find my first 4 loans because of this. Approached welcome finance who shopacheck were and they are in administration so I lucked out there. Good luck ☺
Maureen says
Thanks Rob,
I am on day 17 of 28, fingers crossed they stick to the 28 days. Good luck!!
gillian bridge says
i found Morses was the easiest for me it took under 2 weeks from first contact to them paying me but that was back in 2018 they paid out on every loan i had with them and even sent my earlier loans onto welcome finance for me they were not so helpful but i did put in a complaint about them to the FOS it took over two years but they upheld loans 7 to 12 the first seven were to early luckily for me i had put in my claim before welcome went into administration and am pleased to say that last month they payed out just over 3000 pound(i got 100% payout for some reason they had enough money to pay all claims(think this is because they have not lent in a long time and did not have many claims against them i think this site and what Sara is doing is great and have advised anyone in debt to take a look(i have managed to reclaim over £25000 from payday loans thanks to this site THANKS AGAIN SARA
Mary says
Hi I’m wondering if anyone can help me my gran passed away just last year but she took out hundreds of provident loans and as she was a pensioner she did struggle to pay them with help from us the family would there be any way of my dad her son putting in a complaint as she would be due a fortune back thanks any help would be appreciated.
Ruth says
Hi
Provident have agreed with FOS recommendations – how long does it normally take to receive the redress?
Amie says
Hi, I am on day 20 they are usually given 28 days to provide a breakdown of what you will receive. Some people have received this in the actual time frame others have waited a lot longer so it’s hard to determine really. Fingers crossed you don’t have to wait to long
Emma says
Hi
I have received a letter from provident today stating the eight weeks is up and they are still investigating my complaint but I can now take to the fos , has anyone else had this ?
Thank you
Mike t says
I did I sent to fos straight away
Emma says
Thank you
I will did you ever hear from provident ?
Mike t says
Yes got an email 3 days later stating all loans were affordable
Emma says
Thank you
I will go to the Fos
Did you have any luck with then , I hear it takes a while
Mike t says
I’m still going through it you will need copy of your credit report for the period of the loans and bank statements just to give you heads up as fos will ask for these will probably speed up claim if you have these in advance
Sara (Debt Camel) says
you can win a complaint at FOS if you don’t have bank statements. But they do help.