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?
paul wright says
hello, i am about to register a Claim against Provident, I have all my loan records, as requested, which they sent out within 4 days.
How long am I expected to wait for a reply off Provident?, or can I submit my claim straight to the Ombudsman?
Sara (Debt Camel) says
you have to give Provident 8 weeks to reply before you can go to the Ombudsman.
Kelly McCandless says
Hi Sara
Looking for some advise again. Loans at home have come back to me after I asked them to look at the loans again after their final decision. They came back to me yesterday to say that they are still not upholding and their previous decision stands. The letter is long winded but I had sent wage slips relating to dates my agent had put on the form and she signed to say she had saw these. My wage slips prove that she did not see these as if she had they would not have gave me a loan. They are NOT accepting these as evidence as they say my name on wage slips are K, McCandless and my forms are Kelly McCandless. They are saying that i signed the documents saying the information is correct. At the end of the day their agent put false figures on the form. My wage slips have my national insurance number on it so how can they not accept them as evidence. Is there any point in me going back to them or should i just send to ombudsman. The last comment was based on the evidence i sent them of council tax arrears they will not be lending to me again to ensure that no financial detriment is caused. HAHA. Sorry but 5 years and £20,000 too late to suddenly become a responsible lender.
Kelly
k palmer says
I had a letter saying they wont lend to me again as well LOL My agent also lied on the sheets, I was hassled non stop, my case is at the Ombudsman as well, I hope I dont have to wait much longer.
I had a debt management plan when i took my loans out so they should not have lent me anything, I probably wouldn’t have bothered trying to claim if the interest was reasonable
Fay says
Hi..
Put a complain in with provident after 8 weeks I got final decision and they won’t up hold it as they say all loans were affordable so sent off to ombudsman in April…. they are now dealing with complaint …
26/10/2012-£400 + £310 int
03/05/2013 £800 + £912 int
28/06/2013-£700 + £711.20 int
18/10/2013 -£1600 + £1920 int
29/11/2013 -£400 +£ 328 int
Only my partner was working and we have 3 small children top up with tax credits
Each loan shows on my credit report that I was in arrears when issued a new loan …. have sent in credit report which shows arrears
Bank statements and an income and expenditure form …. also have found an old provident book where it shows my partner had a big loan and couldn’t keep up repayments And in 2010 they amended his payments to a lower amount as it was in arrears the same day they gave me a loan … I know this won’t get looked at but will this show the new loans we’re unaffordable?
Fingers crossed this complaint comes back in my favour but not feeling optimistic 😩
Fay says
Hi Sara
Adjudicator has Agreed loans 8 to 11 were unaffordable….they have written to provident and I’m just awaiting there decision if they are going to accept ….they have until 14th nov to agree or not….
Do provident usually agree or will this be sent to an ombudsman for a final decision …if so could this be a different outcome…
Thanks
Fay says
Just thought I’d keep this post updated in case people are going through the same… provident came back today (8 days before the deadline) and have agreed with adjudicator just under 4K back …. am shocked they were early I was expecting them to go past the deadline
Caroline Robertson says
Well done Fay!!
Were any of the loans older than the 6 years?
Fay says
No Caroline I decided not to go with older loans as I had managed to keep up with payments…these were only for a couple of hundred at a time…..started struggling in 2011 where they gave me bigger loans to pay off earlier loans….
They would see that I was fine until 2012 so just stuck with newer loans within 6 yrs
I think if I still owed provident I would have attempted older loans before 6yrs
Sara (Debt Camel) says
Good result and good they responded promptly- perhaps they are at last getting on top of complaints handling.
Geoffrey says
Hi Fay! How long did it take to receive the payment? I’m on day 26 of 28 and still not received it!
Geoff
Fay says
Hi Geoffrey
I received my cheque off provident on the 16th nov it was pretty quick tbh I wasn’t expecting it that early ….
Liz says
Hi
I sent a complaint to provident via their online service but I haven’t heard anything yet no acknowledgement nothing. They have got to the 9th Oct for the 8 week deadline to be up. Is this normal for them?
Weslie Ogilvie says
Hi Liz,
I made a complaint to provident. They’re customer service was awfull. They kept claiming to have lost my complaint, they gave me false information, they ignored requests for information. My advice is to keep a record of all contact with them, hard copies i.e e mails if possible. It took them over 3 months to respond to me. Ive since contacted the ombudsman, whom provident supplied all the information within 2 weeks. My experience is that they’ll try and be as awkward as possible. I’d contact the ombudsmen when providents time limit runs out if I was you. I hope this helps
Liz says
Hi weslie
Thanks for ur reply hun. I shall go to the ombudsman if I don’t hear from them by the deadline.
Michele says
So I sent my complaint against Provident to an ombudsman after my investigator didn’t uphold my complaint. I’ve had a letter today from an ombudsman more or less saying she agrees with what the investigator said and she’s not upholding my complaint. They haven’t even asked me for bank statements. I have to sign & return a form to say if I agree or disagree with their decision. Is it time to give up? So so disappointed!
Sara (Debt Camel) says
Did you actually send your bank statements in as I suggested?
Michele says
Sara they insisted bank statements wouldn’t make any difference to their decision! The letter I’ve received today is their final decision.
Sara (Debt Camel) says
Well it’s a pity you didn’t send them. I think it’s harder to ignore evidence that they have been sent.
But at this point I am afraid there is probably nothing more you can do.
You don’t have to accept the decision, you could reply you are very disappointed and you think they have handled your complaint very badly as you have offered to supply your bank statements. But your only further option is legal action and I don’t think you should think of doing that without legal advice.
Brian says
I have complained to provident about my affordability loans over the last 7 years. They have said since I paid on time and they can’t see any patterns they have closed my complaint.
Sara (Debt Camel) says
send it to the Ombudsman. Also attach a copy of your Noddle credit record AND you bank statements – do not wait to be asked for these.
z says
Hi Sara,
I am in need of advice. I am making complaint against Mutual and I have had 3 laons with them and at the same time as loans I was paying for retail items such as TV, Fridge. Mutual got back to me ( stage 1 letter) and stated that I had 3 loans but completely missed out about the purchases that I am paying at the same time. Currently I have 3 books that I have money collected for? How do I approach this and hope this makes sense.
z says
Hi Sarah.
Yes consumer goods loans was also through Mutual. The same person collected money and the same books used, however in the response ( stage 1) they only mentioned Loans not the consumer good loans that I had at the same time.
Sara (Debt Camel) says
OK, then go back to them, give details of the consumer goods, and say that you would like them to take into account the full extent of your borrowing from them as together it was unaffordable.
z says
Hi Sara,
I am in need of advice. I am making complaint against Mutual and I have had 3 laons with them and at the same time as loans I was paying for retail items such as TV, Fridge. Mutual got back to me ( stage 1 letter) and stated that I had 3 loans but completely missed out about the purchases that I am paying at the same time. Currently I have 3 books that I have money collected for? How do I approach this and hope this makes sense.
Sara (Debt Camel) says
Hi Z,
Were these consumer goods loans also through Mutual?
z says
Hi Sarah.
Yes consumer goods loans was also through Mutual. The same person collected money and the same books used, however in the response ( stage 1) they only mentioned Loans not the consumer good loans that I had at the same time.
Sara (Debt Camel) says
I am sorry I missed your reply.
I suggest you go back to them and point out the missing loans and that you want all your borrowings to be considered in your affordability complaint.
Alex Cameron says
Hi Sara
I sent S.A.R to provident over 9 weeks ago and had no reply , they keep sending texts saying to call them to work out a waver and calling at house when i’m not in. Can i tell them yo call bavk when they have responded to SAR .
Sara (Debt Camel) says
It might be simpler to just call them and ask why they haven’t sent you the information. If they are having problems identifying your loans, you need to try to help them. Have you also sent an affordability complaint?
Annie says
I have had my complaint rejected at provident.Ive sent it to Ombudsman.Every loan I had has been refunded financed.Kast years was refinanced or rolled over even though previous one had been in mega arrears.Sent all paperwork from Provident away.All loans have mega missed payments but constantly rolled over.Dont think I’ll win but worth a try.
Sara (Debt Camel) says
Well worth a try! Good luck!
Annie says
Probably take months.I sent all the paperwork provident sent me way back to 2008..Continuous missed payments and rollovers.Last years was in bad arrears when refinanced.I would say irresponsible lending.Does it go to investigator .He has phoned already.Does he make decision on it
Jolo says
Fun thing on one of my loans is that I didn’t even sign it!! Nothing in the I agree to pay blah blah blah box. That wasn’t very responsible of them was it.
Annie says
I got my reply couple weeks ago.Took about 6 weeks.More or less saying you have 14 day cooling off time and although seen the missed payments when struggling wasn’t enough to not allow more borrowing.I went straight to Ombudsman.Will sit tight now and see what happens.Would be great to win.My final loan is now on reduced rate.
Jolo says
At one point they gave me 2loans(£700 then £200) within 13 days of each other so I guess that didn’t show them how much I was struggling 🤔
Annie says
Well good luck with it all.Think it will take time though.Thing is it is all in black and white in paperwork they sent that I was struggling with missed payments yet they constantly refinanced .I will post the outcome when done.
Adrian Thomas says
Hi there. How do I go about claiming against provident as I had a few loans in the past which I struggled big time to pay
Many thanks
Sara (Debt Camel) says
You are on the right page! As the article above says, take the standard payday lending template and look at what extra needs to be added. I have listed something which often happened with provident and other doorstep loans, so if any of them apply to you, add in a sentence about them.
Annie says
You have to complain to them first and they don’t uphold many complaint .Last chance is Financial Ombudsman.Make sure you have paperwork for all your loans.It will show missed payments and struggling yet they still issue or refinance more.
Geoff says
Hi! I had my complaint against provident upheld today by the adjudicator, had loans from 2006 but I only continued with complaints in the last 6 years, 8 in total with about 4K of interest, they agreed my credit file that was littered with defaults etc showed I was dependent on credit, so provident should of checked this. Any experience of weather they tend to agree with adjudicator decisions?
Annie says
That’s great news .How long did it take.Think they have to take their decision.Mines just with investigator just now.I have sent all paperwork provident sent me.As said before constant refinancing ,more interest,higher payments then struggling.Does it go to adjudicator after investigator.
Geoff says
Submitted to fos in July. Adjudicator phoned me Monday to say had taken up case. Decision sent today Wednesday!
Annie says
That’s not too long then My investigator is on holiday this week.Hes waiting on their paperwork coming although will just be same as I sent.Did you have to send anything else.I keep trying to get Noddle report but can’t get it.Fingers crossed I’m as lucky as you
Deborah wright says
I complained to provident in April and sent all the details to fos in May, and heard nothing since except to say they were waiting for an adjudicator to look at it still. This was 5th September! Someone above submitted to fos in July and they’ve heard already.
Is this normal?
CHRISTINE says
Hi there, I had my complaint against Provident with Fos since early May and get same as you Deborah when I phone, doesn’t seem fair at all
Sara (Debt Camel) says
Do you have any loans over 6 years in your complaint?
Connor says
Mines been with FOS since January, might tell them to forget the ones prior to 6 years at this rate…
CHRISTINE says
I made it clear in my claim that I am not wanting claims prior to 6 years considered as I have read on here that this will delay claim. Seems to make no difference though. They are just saying that they have a huge case load.
Caroline Robertson says
Mines has also been with FOS since April but its because i want loans over 6 years looked at and these take considerably longer
Rachel says
Hi, I am wondering if I have a case to complain regarding provident loans I have had over the year. My agent was my auntie which I have now found out is not allowed, I was constantly offered and took loans over a 12 year period, always refinancing and always borrowing more, it got to a stage where I couldn’t keep up with other debt and I was made bankrupt, I didn’t declare my provident loans due to the shame of my agent being family, after this I have since had another 13 loans which I took as still had no spare cash for emergency situations due to high weekly provident payments that I was still struggling to pay. For the last 12 year I have paid between £30- £90 a week even after bankruptcy. Do you think I should contact them?
Sara (Debt Camel) says
Yes I think you should complain! Do you still have a balance owed?
Rachel says
No, my aunt was made redundant from provident 18 months ago I carried on paying my existing debt to the new agent and I have never taken a loan since.
Rachel says
Should I try and claim for all loans with my agent being family and constantly contacting me to get them or just the loans after I became bankrupt in 2013? Thank you
Sara (Debt Camel) says
I think this is a really unusual situation – I think you should go for the whole lot.
kim says
I had a letter saying they wont lend to me again as well LOL My agent also lied on the sheets, I was hassled non stop, my case is at the Ombudsman as well, I hope I dont have to wait much longer.
I had a debt management plan when i took my loans out so they should not have lent me anything, I probably wouldn’t have bothered trying to claim if the interest was reasonable
I would be very careful, if you hadnt told the courts about ypur provident loans , as far as i am aware you should have told them about all your debt.
Bill says
Hi Sarah,
I had a reply from the FOS, informed me my complaint against MORSES club cannot be continued as apparently they are in default and I should continue my complaint with the FSCS, do you know anything about MORSES situation?
Sara (Debt Camel) says
Still happily trading so far as I can see! And anyway, this sort of activity isn’t covered by the FSCS … I suggest you phone up FOS and ask why you have been sent this.
gillian says
hi bill I put in a complaint with morses club in septrmber of this year after sending bank statements they upheld loans 12 to 16 and said loans 1 to 12 were taken out with welcome finance (I had never heard of this company as far as I was aware all my loans were shopacheck and morses had taken over this company)they were very nice and even passed my complaint to welcome who declined in full so I sent to fos I was lucky and have been assigned a adjudicater after just 2 weeks I have spoken to him and he is looking into it for me some of these are over 6 years so maybe a long wait but he did not mention any problems about looking at my case
Mike says
Hi Gillian
I went down the same route as you with Morses. They initially didn’t up hold and neither did WFS( shopacheck) adjudicater ruled in my favour for half my Morses loans but did not uphold any of my WFS loans.
I was confused but you can’t win em all. But I wish you good luck
Bill says
Hi Gillian,
My loans where with shopacheck, what I don’t grasp if the FOS are asking for bank statements for the period approx 2010-2011, firstly can’t get statements for more than 6 years ( rbs and Santander) secondly shopacheck gave cash loans at home so would not show in bank statements! Forgive me if am wrong?
Bill
Bill says
Thank you for your email regarding your short term lending complaint.
Unfortunately we are unable to look at this complaint for you as the business is in default.
Please can you contact the FSCS who are in a better position advising on what to do next and how you can claim compensation for your loss.
Please find their contact number below:
The FSCS Freephone number is 0800 678 1100 or 020 7741 4100.
If you have any questions, please do not hesitate to contact me.
Hi Sarah,,,
Above is the message I received this morning, I’ll ring tomorrow but as you said I to believe morses club are still trading
Sara (Debt Camel) says
Ok, let us know what happens!
Michelle says
Hi,
Would it maybe have something to do with the welcome finance loans from before morses took over? The FOS also advised me to contact the FSCS with regards to some of my loans.
Annie says
Just had call from FOS.Asked more questions and said he might be looking at it or it will go in queue for someone else if it’s too complicated .Will know in next few weeks
Jolo says
So I’ve just had my rejection from provident which took them 4 wks so at least they didn’t make me wait the whole 8 wks. They stated that due to it being over 6yrs they can’t look at it so sent it to the fos. Without me having to look back has anybody had over 6yrs loans rejected recently and how is it going at the fos??
Caroline Robertson says
Loans over 6 years old are taking ages with the Ombudsman. Mine’s has been in since April and i think there are a few on here who have been waiting longer than i have
Jen says
Hi i first complained to provident in nov 17 been at FOS since early this yr, they said it’s still a jurisdiction issue over 6 yrs, I’m now considering dropping over 6 yr loans (6loans) just to get it closed, interest on loans under 6 yrs approx 4K, if they find in my favour, do check credit reports & any old books u have as my SOA from them ‘missed’ some loans, when I told them they were able to provide breakdown of missed payments etc
Caroline Robertson says
Im similar to you Jen, mine with Provident in December last year. I have a difference of getting £4000-£5000 on loans under 6 years to £18000 if i hold out. Im holding out lol. I phoned for an update about 3 weeks ago and was told hopefully within 12 weeks but im not holding my breath on that. Happy to wait if i get the result im looking for
Jen says
That’s great news, I don’t know wether 2 drop over 6 yrs, I’m about 2k assuming they award all loans in the 10yrs complaint, just wish it could go back further, does anyone know if I drop loans over 6 yrs will adjudicator still take in2 account I had over 100 missed payments with them including on the loans over 6 yrs
Jolo says
Thanks for the reply
Yeah I’m expecting a long wait.
How’s yours going?? Is it with someone or are you still waiting for it to be picked up?
Caroline Robertson says
I was given an ombudsman right away as i have disabilities but because i wanted loans over 6 years looked at too it was sent to another department. Its in the queue to get picked up thats all i keep getting told
Annie says
I e mailed and told them just up to the 6 years.I really just want it finalised.Also at beginning I was managing ok.Wasnt until something happened in my life and I started struggling to pay and they kept refinancing
yvie says
My adjudicator advised to Provident he wanted final 5 loans interest refunded as I had previous arrears and shouldn’t have been given the new loans – Provident responded saying I had no arrears on my statements so they acted appropriately and my adjudicator has now agreed!!!
The arrears, including my account going in to AR status, is clear on my credit report so how can they say that I wasn’t?
I’ve sent it back detailing the actual facts, but I’ve now lost all hope in the FOS system, and getting my money back. I just can’t understand why he’s back tracked.
Sara (Debt Camel) says
Just to be clear – you thought you had had arrears too?
The FOS system can seem very slow, but both you and the lender can make points and – as you have seen – the adjudicators do change their minds. If your adjudicator doesn’t go back to his original decision, ask for the complaint to go to an Ombudsman. Ignore the sentence the adjudicators have to tell everyone that the ombudsman will usually agree with the adjudicator.
yvie says
Thanks – yes I went into arrears on several occasions, there are loads of late/missed payments on my credit file – I responded pointing out that the statements Provident supplied to FOS do not match the info on my credit report and he has agreed and asked Provident to explain…will update when I hear back.
yvie says
Hi Sara – my adjudicator has come back to me today advising that Provident have advised I was never in arrears, and that the information showing late payments THEY reported on my credit file is incorrect!!! And that I have to prove otherwise – I never had payment books as I paid by cheque which I left under the mat to avoid sitting in for an agent, although you can see from my bank statements that the payments were not being made weekly – the dates correspond to my credit report for the missed and late payments.
How am I supposed to prove it if they wont accept the credit file and bank statements?
I am so frustrated by this.
Sara (Debt Camel) says
Reply to your adjudicator that your bank statements prove that Provident are not correct and the payments were not paid weekly. Ask why you can’t send the adjudicator this proof. Come back here if this isn’t sorted.
yvie says
Hi Sara – just wanted to update on my situation.
So after going back and forth with my adjudicator, he was agreeing with Provident who had sent statements to show I didn’t have any arrears.
Knowing I had lots of arrears, from my credit report (which they claimed is wrong) and memory, I requested the statements they had provided. On review, the statements were very in-accurate, I’m not sure if this was bad admin or deliberate – but basically they had included all previous payments in the running total – so when I opened a new loan in 2009 with a starting zero balance, it showed I had already paid £xxx amount off that loan, so effectively I could never have arrears, despite many missed payments. I then broke this down per loan which immediately showed the many arrears and sent this to my adjudicator – after further info from Provident he has now ruled in my favour, and finally Provident have agreed – expecting my refund within 4 weeks!!!! Be vigilant people, and don’t be fobbed off if you know you are correct!!
Sara (Debt Camel) says
Well done! A good start to 2019 for you…
Caroline Robertson says
Well done.
Im waiting on my adjudicator getting back to me with a decision. Im half expecting the same as Provident already said i had no arrears despite filing arrears with credit reference agencies. In anticipation of this before it went to adjudicator, i told the FO that Provident cannot have it both ways, either i had arrears which is shown on my credit report continually over a 6 year period or i didnt, in which case they are guilty of gross negligence and have deliberately sabotaged my credit rating trapping me into high cost credit with them. A mistake is made once or twice, it is not continued over a 6 year period unless there is another agenda.
Will see what i get back from the adjudicator
yvie says
They have probably done the same as mine and included payments as a running total, make sure they break it down by loan.
Liz says
Finally got a response from provident regarding the 16 loans from 2009 to 2016. Basically saying that ones that are over six years are a no go and the others they upheld there part and they cannot see any problems. Will be forwarding to the fos as had to get the involved due to no contact from provident within the eight week deadline. I’m not holding my breath but who knows.
Sara (Debt Camel) says
Good decision – that is a lot of borrowing.
Liz says
Hi Sara
Am I right in thinking I have no case for the loans over the 6 years?
Sara (Debt Camel) says
No… but these older cases go very very slowly at the Ombudsman. I’m not sure if FOS is trying to reach a general decision on the older loans for Provident or if it is looking at them case by case, but whatever there seems to be little movement on the older loans.
Liz says
Thanks for all ur help u r a legend. Hopefully I’ll get some where with the fos.
Dan says
Hi, I complained to provident regarding 20 loans since 2007. They did not uphold my complaint which I have now taken to the ombudsman. I Filled out the form online, including credit report, bank statments, and all loan info from provident. I havent heard anything even an acknowledgement of my complaint is this normal? How long can the process take?
Sara (Debt Camel) says
You should hear back from the FOS within a couple of weeks – how long has it been?
Annie says
Can anyone help me.I am hopeless online trying to get my credit report for FOS.Who do I contact to get a written report by post.Investigator needs it asap.Thanks in advance
Sara (Debt Camel) says
get a Transunion statutory credit report. Tell your adjudicator that you have ordered this.
Annie says
I have e mailed and asked for this.Bank I used as well is closed .I have asked him if a copy of my benefits payments at this time will be sufficient.Benefits Agency are sending out entitlement letter and amount so hopefully this will help.
Sar says
Hi Sara
Have sent in a complaint to provident about loans taken in 2012. I had 8 loans from 1/12/2011 up to 09/08/2013. I have a problem tho as at the time I was with my then partner so all our money (tax credits, jobseekers and child benefit) went through his bank account so if I have to send this to the FOS (which from reading the comments on here I will probably have to) I won’t be able to get bank statements as it is in my then partners name What can i do? I have checked my bank statements from that time and no money was going thru my bank at all
Sara (Debt Camel) says
Any chance you could ask your ex for bank statements? If not, then you have to explain to FOS why you can’t get them.
Sar says
Thanks for getting back to me I know from looking at the comments I am most likely going to need them as it seems provident dont uphold any complaints . I have told them that the outcome I would be really happy with is for them to wipe the remaining balance on my last loan (currently 666.00) and refunds for the last 2 loans (about 890.00) which i think is a fair offer considering the total amount of interest was over 2500.00! I will have to ask my ex if I can get bank statements as I think I will deffo need them.
Annie says
I have no bank statements either that’s why I have written to Benefits Agency for proof of my benefits at that time.Im hoping to be able to get written credit report by post as well.Thats best I can do.Im hoping it’s enough for him to continue investigation.
Chris Mitchell says
Hello. I made a complaint against Provident, I had 9 loans with them over a 4 year period. I complained about their lack of affordability checks, and aggressive marketing (Which included me taking a loan out 3 weeks after I had taken a loan), and completing this transaction in an agents kitchen, which should not happen. I had a reply saying they felt they had acted properly and would not be upholding my complaint. They also said due to the nature of my complaint that I could no longer have loans with them, even though I have one with them currently. They said that because I have never missed a payment, I must be able to afford the. I feel really patronised by them, and wondered what I should do now? Thanks – Chris
Sara (Debt Camel) says
Send the complaint to the Ombudsman. Provident hardly ever makes an offer, they are just trying to get you to give up.
.
Annie says
Well my credit report arrived.Shows defaults from Provident but they continued to lend to me.Only have the letters from BA as proof of income.All returned to FOS.Fingers crossed it won’t take long
Bill says
Hi Sarah,
Hoping this is correct section? Have complaint currently with FOS since August regarding ( shopacheck) not getting anywhere as fos tell me welcome finance have dissolved, but I thought it was with morses club? I have attached a email message from fos I received today…..Although Morses Club is not in liquidation, Welcome Finance is.
As the final response came from Welcome finance, we are not able to look into the complaint.Although Morses Club is not in liquidation, Welcome Finance is.
As the final response came from Welcome finance, we are not able to look into the complaint.
If you have any questions, please do not hesitate to contact me.
Kind regards.
If you have any questions, please do not hesitate to contact me.
Kind regards.
Sara (Debt Camel) says
You could talk to the Ombudsman about whether you have a claim against Morses. If they say No, then there may be nowhere to go with this one I am afraid.
Caroline Robertson says
Sarah,
I am so excited this morning lol. Now appointed an adjudicator, its been a fairly long wait but they will look at all the loans from 2007, giving me a total of 19 loans to be looked at. They have disregarded the ones before 2007 which i expected them to.
An 8 month wait for the longer loans which isnt too bad
Jen says
That’s great news, how did you get them to look at the 1s over 6 yrs, the last time I asked they said provident hadn’t consented to FOS investigating over 6 yrs yet. Hopefully I will hear soon
Caroline Robertson says
I was given an adjudicator fairly quickly because im disabled and he asked if i wanted the older loans looked at. I wasnt in any hurry, i knew it would be a while before they were looked at so i said yeah. This is what the adjudicator is saying…In their final response letter, Provident objected to looking into some of your loans as they were older than 6 years. They’ve now consented to us looking into loans from 6 April 2007 onwards. This was the date that they fell under our jurisdiction, so I’m only able to look into loans from this date onwards.
Jen says
That’s great news hopefully hear something soon now the over 6 yrs are getting looked at, gd luck with yours, thanks for the info
Caroline Robertson says
My adjudicator has now been in contact twice since intorducing himself. Once to ask me how much was written off the last of my loans that Provident wrote off in August which i replied to with the amounts and saying they are down as partially settled on my credit files. And he emailed tonight to say he has asked for further information from Provident. What kind of further information would he need when he has it all already?? Im starting to feel nervous and think im going to lose, only glimmer of hope i have is that they have written “3 on same day”, “2 on same day”, etc next to some of the loans
Sara (Debt Camel) says
All you can do is answer the questions… loads of people here have been nervous and gone on to get a good result!
Sar says
Hi Sara
I have just had a final response of provident they are basically saying that all my loans were lended responsibly. But they have also added a check for 39 pounds due to when I refinanced a loan in May 2013 I should of received more cash in hand! What I want to know is I am sending this to the FOS but shall I still cash the cheque in?
stu says
Hi All,
I have received my loan information today from Provident, so now on to stage 2….i was wondering if anyone would be willing to share the letter they sent to Provident to start the claim.
Also while looking through the agreement papers, i noticed that the customer signature is not mine..looks nothing like it.
Does anyone know if i can go anywhere with this at all?
Thanks in advance for your help.
Sara (Debt Camel) says
Use the stage 2 template letter in https://debtcamel.co.uk/payday-loan-refunds/ as a start:
– remove the word “payday” wherever it occurs.
– if you borrowed over a very long period and your income and expenses varied, remove the sentences giving exact numbers.
– read through all the Special points that may apply to Provident and other doorstep lenders section in the article above ^^^ and add any that apply to you.
Looking at someone else’s letter is less use as it may not cover bits which are important for your case.
“while looking through the agreement papers, i noticed that the customer signature is not mine..looks nothing like it.” can I be clear, are you saying that you never signed the agreements? that you never saw them?
Annie says
Got e mail from my FOS worker yesterday.He has received the paperwork I sent now….credit report and proof of my benefit payments at time of loans.He is going to review file and update me as soon as he can.I honestly don’t think I’ll win but fingers crossed it won’t take long to find out.
JOJO says
Hi Sarah
Could you advise please.
I complained against Provident and out of 7 loans (5 being over 6 years old) my complaint has been upheld (all within 3 weeks). They have given me the option to go FOS regarding the loans over 6 years old so i will decide what i want to do in that respect. with regards to the 2 upheld loans (2 loans on the same date!!!) – the two loans totalled £1500 with total interest of £1583, £3083 in total. I defaulted on this/these loans owing £2242, and the loan was subsequently given/sold to Vanquis who then send over to Lowell. I have been paying Lowell (what seems to be like forever) and they are currently owed £982 (will reduce to £500 if i can settle asap). Upshot is Provident advise they will arrange for the debt to be returned from Vanquis and written off at £2242. They are obvious not aware I have got this debt down, of Lowells involvement and not taking into account the £841 i already paid. Any advice?
Sara (Debt Camel) says
Tell Provident what has happened with Lowell. The £500 Lowell are offering to settle now isn’t relevant.
It looks as though you paid Provident 1500+1583-2242=841?
And you have paid Lowell 2242-982=1260?
So in total you have paid 841+1260=2101 which is £601 more than the amount you borrowed.
If all those numbers are right, I think the balance of the loans should be wiped and you should have a refund of £601.
Are you sure Provident have said you can have these two loans sorted now and go to FOS with the older loans? That is good news if they agree to that.
JOJO says
Sorry too many facts and figures. total £3083 loaned (of which £1583 is interest). Paid £841 to Provident, then defaulted at £2242. Following on from the default i made £70 per month payments to Lowell so net amount owed is £982. so if i respond to them and advise of the Lowell amount due then they should refund me £1260.
Doubled checked their offer letter and on the loans over 6 years old advised: As all five agreements I have mentioned above fall outside the above period, we are not required to consider them as part of your complaint. Also given the passage of time it is not possible to assess the circumstances of this loan.
If you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this letter.
Sara (Debt Camel) says
You won’t get a refund of the £1260 you paid Lowell in full as some of that is needed to repy the amount you borrowed from provident.
Hence my sum 841+1260=2101 which is the total amount you have paid so far and then you take off the amount you borrowed:
2101-1500 =£601 to be refunded.
I don’t think that wording means you can settle the open loans now AND take the older loans to FOS. I think if you settle the open loans that will be treated as a settlement of your entire complaint including the older loans.
You need to ask Provident this. get them to put it clearly in writing.
JOJO says
Thank you Sarah I understand now. I will clarify a few points with them but overall good result and one less debt.
Xx
Sara (Debt Camel) says
yes I thought after I wrote that, that it would be a shame if you end up feeling this is a bad result. Losing that Lowell balance and getting some money back is a decent result!
Ian R says
Ian R – Sara I had my refund from vanquis-Now I sent a complaint to provident about afford ability of some of the loans I’ve had with them over the last 6 or 7 years on there online form-no response from one I sent a week ago so sent again this morn- has anybody had trouble getting through online to provident or they just slow like vanquis crew
Sara (Debt Camel) says
Provident can make Vanquis look speedy…
JOJO says
Hi Ian,
i complained to Provident, and had complaint upheld within 3 weeks, so not the slowest in my case.
ann reynolds says
I still have a case with FOS against provident that was raised September 2017
michelle giles says
so this is an email o got from the adjudicator today – my loans range from 2009 – 2013, any advice please? am I likely to have these loans considered??
Thank you for your email.
When we look at complaints, our service has to follow certain rules. One of these rules says that – unless there are exceptional circumstances – we can only consider complaints if they’ve been raised within six years of the event having happened. Or, if later, within three years of when you became aware – or should have become aware – that you had reason to complain.
The lender you’ve complained about, Provident Personal Credit, has said we can’t look at the concerns you’ve raised about some of your loans because it says you complained about them outside the time limits I set out above.
This means that we can’t look into your irresponsible lending complaint until the jurisdiction aspect has been resolved.
There are a number of cases affected by this and we’re currently working on a small number of cases to look at the arguments in detail. So whilst you may not see progress on your case after this, we are working hard to move matters forward. Unfortunately it’s taking us longer than we’d like to work through these issues. Once we’ve decided which of your loans, we’re able to look at, we will be in touch.
Sara (Debt Camel) says
I had heard that Provident have started objecting to FOS looking at loans over 6 years old. I think FOS is talking to them about how they have decided payday loans over 6 years can be looked at to get them to change their mind.
As most of your loans are over 6 years, there isn’t really an alternative for you apart from to sit tight. FOS reached “the right decision” for payday loans and so I would expect it to do the same for doorstep lending.
Geoff says
Hi! I had a response from my adjudicator upholding my complain against provident on 9th November. Provident agreed on the 12th of November. Some 5weeks later I’m still to receive payment!! My adjudicator has chased them yet still nothing. In reality is there anything I can do?
Sara (Debt Camel) says
Perhaps start emailing them every day? And ask for compensation as they have delayed so long?
They will pay out, they are incompetent, not broke. But it is frustrating this is taking so long. You must have expected rightly to get the money before Christmas.
Geoff says
Hi! Emailing pointless as they never answer. I’ve checked in with my adjudicator regular but they just fob her off. Yes would of been nice before Christmas but I’m just worried they just won’t pay?
Sara (Debt Camel) says
I will try to contact them through Twitter – can I pass on your email address in private if they want it?
Geoff says
Yes of course
Geoff says
Hi Sarah!! Another week passes without payment! That’s 7 weeks now. Sent me an email last Friday stated they’d requested the finance department to hurry the cheque but frankly it’s not emails I want!!
Absolutely appalling company, at least I’ve beat them I guess!
Geoff says
Update!!! Came today!! £5000!!!
So chuffed! Thanks to you Sarah!!
Sara (Debt Camel) says
At last – a very happy 2019 to you!
yvie says
Hi there, what email did you use? I am waiting on a cheque as well.
Thanks
JOJO says
Hi I sent a case to FOS. I completed form online. How long before FOS acknowledge. I am not bothered how long it takes to deal with as it is what it is but how long roughly for some kind of acknowledgement?
Thanks
JO
Sara (Debt Camel) says
Normally in the first couple of weeks. But if you have just submitted it that runs into the Xmas period.
Julie says
Hi Sara
Just wondered if you could tell me what happens if a company doesn’t respond to FOS within the 8 week time limit?
I complained to Provident regarding my loans and had no response whatsoever from them – after 10 weeks I sent my complaint to FOS. I received a response from them on 8/11/18 saying they had begun their investigations. I realise this will probably take ages, but do they have to respond to FOS? and what happens if they don’t?
Sara (Debt Camel) says
In theory – if a company ignore FOS, in the end they will investigate without input from the company. But this is a very long protected process – it is just simpler for FOS if they get the case file from the lender.
In practice – Provident will respond. They are just very slow at the moment.
Ian R says
Well Sara after waiting for four weeks I foned Provident only to be told that they had not received my online complaint-so much for for that method-now after 30mins on the fone I have registered a complaint on the grounds of afford ability-suppose its another long wait now just like Vanquis-at least the two people I spoke too were Pleasant-By the way hope you have merry Christmas and We your fans a prosperous nw year- Thanks
Ian R says
Sara now received letter from provident today saying they will look into my complaint-they ask if I have any info that might help them- I do have a payment from the period I compl. But loath to send them it do you think photostats of the pages will do-or should I make them do the investigating?-I can see from the book having 7 loans in 10 months they nearly all overlapped each no wonder I struggled to pay every week-but they never said no–What do and the gang think Regards Ian 👍
Sara (Debt Camel) says
I think sending photocopies by email is a good idea.
John says
Hi Ian stick with it I sent complaint to provident took them just under 8 weeks to get back to me it was rejected so I emailed fos who took approx 6 months although I was receiving letters saying they were busy and would get back to me soon as they could . Just recieved offer of over 12k so was worth the wait .
max says
Hi Sara
Provident had said to me that “for this reason, we are unable to uphold your complaint”.
I had 5 loans.
500 pounds 22/10/2012 charges 410.00 paid off.
500 pounds 25/07/2013 charges 410.00 paid off
500 pounds 14/11/2013 charges 508.00 paid off
1000 pounds 14/11/2013 charges 1200.00
800 pounds 05/09/2014 charges 712.00
Note that that from November 2012 until June 2015. I have been taken payday loans every month (sometimes more than one)
Besides, they said they can not give me the SAR because I did not respond on time.
“We emailed you on 7th December 2018 requesting two forms of identification to enable us to deal with your data rights request making you aware that failure to provide the requested information within 10 days would result in your data rights request being closed.”
Could you tell me if I can do anything about it? Can I still have chances of getting the SAR? Should I send my complaint to the ombudsman?
Thank you very much.
Max
Sara (Debt Camel) says
Hi Max,
I am assuming that the “charges” number is the amount of interest and charges you paid, so on the first loan you borrowed £500 and repaid £910, so £410 in interest.
Yes, I think that looks worth sending to the ombudsman. You may want to say that you are only asking for a refund on loans 2-5 but you would like the first loan to be considered as establishing the pattern of repeat borrowing from Provident. This is because the firat loan is older than 6 years is over 6 years old which makes a case much slower at the ombudsman. As you don’t normally get the first one refunded, you aren’t giving up much by saying it can be left out,
The last two loans – were they not repaid?
You can repeat your request for a SAR now and this time send the id with your request. Send the case to the Ombudsman immediately though, don’t wait for the SAR – you can always add more details later.
Max says
Hi Sara.
Thanks for your reply.
Yes, the last two loans weren’t been paid yet. I will probably pay off in January or in February. And yes the total amount payable was 910, 910, 1008, 2200 and 1512.
Should I mention in my letter to the FOSS regarding Provident, about my constant payday loans that I have taken during that period of time?
Should I send my bank statement straightaway to the FOSS?
Thank you very much.
Max
Sara (Debt Camel) says
Yes mention the payday loans. Your argument is that when you continued to borrow, provident should have done more checks – if they had they would have seen all the payday loans.
Yes send the bank statements – don’t wait to be asked for them.
Also point out how large the jump in your borrowing was in Nov 2013.
Good luck!
Max says
Thanks, Sara.
I have another complaint against Avantcredit which was rejected as well. I have only taken one loan with them.
The thing by the time I took the loan with them, I had 3 open provident loans, a very account very large, a couple of paydays loans, etc. Besides when I start to fail to pay to them, the balance starts to increase very quickly.
I have got from the DSAR, but I couldn’t get information about how much di I pay altogether. In principle, the agreement was the borrow 1300 pound and I have to pay 24 installments of 101.74 (2441.76). But I have paid a lot more than that.
So my questions are:
Should I make every claim separate to the FOSS?
Besides unaffordable loans, can I claim that interest and lates fees were too much?
Thank you very much.
Max.
Sara (Debt Camel) says
yes every complaint to FOS about a different lender is a separate one. You won’t get very far saying the interest was too high I am afraid, you have to argue the repayments were unaffordable and Avant should have known that because of all the other lending there was on your credit record.
kath says
Hi
I am not sure where to go next with my provident loan. They have written back saying they were all affordable despite them being constantly refinanced. Please can anyone help.
Sara (Debt Camel) says
This is normal, they reject a lot of very good complaints. Send it to the Ombudsman, as described in this article https://debtcamel.co.uk/payday-loan-refunds/.
John says
They rejected mine but fos upheld it and I have been awarded over 12k stick with it provident reject 99% of claims but fos are good (usually) .
Jen says
Hi john well done were all your loans under 6 yrs old or were any over
JOJO says
Hi Sarah.
Being given the run around.
Complaint upheld by Provident. They confirmed amount of default would be written off. Advised them that DCA has received further payments etc as they were not aware. They then advised the DCA would reimburse the funds. DCA made their enquiries and returned to me telling me I have to request file an indemnity claim with my old bank. This is nothing to do with my bank, why do I have to file an indemnity claim. The bank and direct debit guarantee done nothing wrong. Who should be paying me my funds?
Why an indemnity claim?
They are really pushing my buttons now.
Any advice welcomed.
Sara (Debt Camel) says
I have no idea what an indemnity claim has to do with this. Was the DCA acting on behalf of Provident or had the debt been sold to them? How much money are you talking about? (NB I am not suggesting you should give up if it isn’t a lot!)
JOJO says
Hi Sarah.
I really don’t know but Provident requested the account back from.them So I presume acting on behalf of.
Indemnity claim is made via bank who paid my DD to the DCA and relates to getting money back for unauthorised or incorrect payments under the DD guarantee.
I am due £1250.
Sara (Debt Camel) says
ok, not spare change at all! I was wondering if you had been paying them £1 a month.
It is absurd for a lender who knows you have made payments that should be refunded to suggest you have to do this through the DD guarantee. Who is the DCA? Do you know if the debt still appears as showing on your credit report to Provident? or the DCA? (you will be fine whatever the answer to this, but knowing it will simplify what you need to do.)
JOJO says
Hi. Its on my credit report as Lowell. They will delete the 2 x defaults. But telling me to make this indemnity claim to get the money back.
The complaint was upheld by Provident directly, not through the Ombudsman.
Sara (Debt Camel) says
OK I suggest you email Provident and say that Lowell are refusing to refund your money, they say you need to claim it back through the DD guarantee scheme but you don’t use that bank any more and it is a ridiculous suggestion. Say if Provident don’t resolve this and refund your money (£1250) within 2 weeks you will send the case to the ombudsman and ask for additional compensation for the poor complaint handling.
JOJO says
Hi Sarah
Emailed Provident as per your advice and given 2 weeks to resolve with Lowell otherwise it will go to the FOS.
Thanks for your advice as always.
JOJO says
Hi Sarah
The saga continues. Provident maintain this is now Lowells responsibility and they should pay me. Lowell have now gone very quiet and not responding. Provident upheld but say it’s up to Lowell to refund me.
I will send to FOS and presume the complaint remains about Provident and not Lowell.
Thanks.
Annie says
FOS have not upheld my complaint.I have told them I’m not happy as it is in black and white on all the paperwork I sent them,missed payments,longer loans,bigger payments etc.He e mailed back saying he would review it again or it will go to an adjudicator to look at it.Im pretty disappointed just now.They had be down as a job I’ve never even had as well
Jolo says
So I received a letter from lowel saying that provident had told them my complaint against them was resolved and they would contact me soon to sort out payment, so last night I emailed them back saying in fact it was with the fos so not even close to being resolved. Today they email me back with info on the debt(date original loan taken out, date lowell bought it) and stated they would put it on hold. Well I just so happened to check my noodle report tonight and low and behold in the closed accounts section is a lowell one that matches the one they are saying I need to pay. All the dates and amounts match up and it’s showing as settled on 7th November with a £0 balance. I’ve sent them a reply asking what is going on.
Sammy says
Today I sent off my claim to provident.since 2011 I have had 13 loans from them.borrowing £5721.00 and paying back interest at £7771.78.Each time they would offer me a new loan and never check my income considering I’m a single mom of two whose self employed.what are the chances of me getting a refund?ive sent photocopies of my account books with letter of complaint in the post today.how long shall I give them to respond
Sara (Debt Camel) says
You have to give the 8 weeks to respond before sending your case to the Ombudsman. That sounds like a lot of borrowing so def send to the Ombudsman if they reject your case.
Do you still owe any money?
Lynnsey says
Hiya. I was wandering if you could give me some advice.
I took out some loans with provident in the past. Probably about 4-5 years ago. Anyway I couldn’t pay them so it got sent to a debt collector, still didn’t pay them. But provident have approved me for more loans, 3 in the past 2 years. Can I make a complaint about this? I can no longer afford to pay and I’m in so much debt with them. Surely they should have noticed that I didn’t pay them before. It was a provident rep that talked me into applying again
Sara (Debt Camel) says
They could give you loans after a few years but before doing it they should have looked very carefully at your finances … which I bet they didn’t!
But the older loans – are they still showing on your credit record as outstanding?
Lynnsey says
It’s still on my credit file from Lowell but under closed accounts. I didn’t pay it so don’t know why it’s under closed accounts
Do you think I should make a complaint of irresponsible lending? The latest loan they gave me was £1800
JOJO says
The saga continues. Provident maintain this is now Lowells responsibility and they should pay me. Lowell have now gone very quiet and not responding. Provident upheld but say it’s up to Lowell to refund me.
I will send to FOS and presume the complaint remains about Provident and not Lowell.
Fed up with them now,
Thanks
Annie says
Just had call from FOS.Adjudicator has not upheld my complaint.He can see all the refinancing and the majority going back to provident but doesn’t consider it irresponsible lending even though all missed payments and arrears are in front of him.They have no written proof of any of my income and never once asked or said they would do credit check.Im angry at decision which is now going to an ombudsman to be looked at .I thought that’s where it was in first place.Dont hold any hope but I will take last chance and see what happens.Adjudicator said it was up to them to approve or not and not done anything wrong
Caroline Robertson says
How long does it normally take an adjudicator to make a decision? Mine has been dealing with my complaint against Provident since 21/11/18. He contacted me on the 4/12/18 for some info which i gave him, he then said on the 17/12 that he didnt expect an outcome until the new year. We are now 15 days in and almost 2 months since he has been handling the complaint, is this normal? It 20 loans dating back to 2007 he is looking at but i would have thought he would have a decision by now and i dont want to pester him
Sara (Debt Camel) says
Do you know if Provident have objected to him looking at loans more then 6 years old?
It’s good not to pester adjudicators – and like everyone else they may have taken time off over Xmas – but I think asking once a month is very reasonable.
Caroline Robertson says
Provident agreed to them looking at loans over 6 years. Its been going on for over a year now since i first complained to Provident, mines is the complaint with mental health issues on it. I dont want to pester the adjudicator as im inlcined to hope no news is good news but at the same time im anxious for a result. I will leave it til Friday and if i havent heard by then i will ask him for an update
Caroline Robertson says
They agreed to look at loans over 6 years. Mines is the complaint with mental health issues backed with DMHEF and doctor. I agree its not good to pester but im getting anxious to hear the decision. If i havent heard by Friday i will email adjudicator for an update. Im hopeful on the ones from the past 6 years as some loans were 3 or 2 on one day and adjudicator has them marked as that but not so sure about the older ones. I did make sure i told him that i went through debt management around 2006 and i was behind with Provident but the manager at that time went loopy at mention of Debt Management and asked me to pay what i could afford, in the meantime they continued to loan through Greenwoods. My bank statements show me using payday loans and paying off other debts to debt collectors and sheriff officers. Waiting game is killing me but got everything crossed here
Sara (Debt Camel) says
Everything crossed here for you too…
Julie says
Hi
Mine has been with FOS since September – heard from them on 8/11/18 to say they were investigating – have heard nothing since!
gillian says
hi sara after sending my complaint into the fos in September 2018 for my payday loans with welcome finance(I thought my loans were shopacheck I had never had any dealings with welcome all my paperwork is shopacheck only knew it was welcome when I put in complaint and letters came back with welcome on it was picked up by a adjudicator and I spoke to him on the 2nd of October 2018 he said he would be looking into to it and would keep me updated after hearing nothing since I today rang him and he informed me that he is no longer dealing with this as he deals with bank and credit loans and they have noticed these are payday loans so it as gone back to be reassigned another adjudicator he did say he would look into it and see why I have not been contacted by anyone else as it has been over 3 months since he handed it back and to contact him again in two weeks if I have not heard anything so just a note to others if you have been assigned a adjudicator but not heard anything I would just drop them a email or a quick phone call about every six weeks just to make sure there no problems as my claim is now been sat there for over 3 months when I thought it was being looked at (they are very bust but are always happy to give you a quick update)hopefully he will be able to get mine assigned to another adjudicator for me thanks again sara
Sara (Debt Camel) says
To be fair, if they had treated your complaint as payday lending from September 2018 you would probably still be waiting to be assigned an adjudicator. So you haven’t actually lost out by this mess.
gillian says
oh sara I did not mean it to be a moan I was just saying if you do not hear anything from them in about 6 weeks it is best just to give them a quick call as sometimes misshaps happen I have had very good service from the fos and you in the last 18 months with all my payday and vanquish refunds and am very happy with the service they provide my life as changed so much thanks to them and you
Angela Cheshire says
Hi
Has anyone actually heard anything from the ombudsman about Provident loans over 6 years. I am aware that this is taking along time . But wondered if anyone had any luck . Mine has now been with ombudsman since Dec 2017
Kerry says
Mine has been with ombudsman since November 2017.
Last updated from ombudsman service september 2018
Saying that it is taking them longer to work through the issues and once they have decided which of my loans, if any they are able to look at
Vera says
Hi, after 2 years 8 months the Ombudsman has upheld my loans over 6 years with provident, it’s been a long wait but finally the end is insight, for those of you who are waiting stick with it it’s finally happening. Wait for the over 6 years loans.
Sara (Debt Camel) says
Excellent – thanks for sharing this news.
Jen says
That’s great news, well done, I’m about 14 months in, great to know the end is in sight
Ian R says
Hi Sara just received the standard 4 week letter from provident saying they need more time to investigate my complaint-I expect to go to FOS in another 4 weeks-the same reluctance to pay up seems the normal culture at provident/vanquis-I wonder why its surely better to resolve cases quicker because they must know most will go to FOS afterwards❓❓
Sara (Debt Camel) says
They may simply be woefully understaffed in the complaints department.
Caroline Robertson says
Emailed my adjudicator today regarding my Provident complaint after hearing nothing since the 17th December. Got this back from him…
At the moment I’m waiting on a senior colleague to look through the complaint with me to ensure we’re being as fair as possible. So this means it could be a while longer before I’m able to get an answer to you.
I didnt think it would take this long once and adjudicator had been assigned but mine has loans over 6 years and the DMHEF form plus loads of evidence so i guess im close to an answer and a bit more patience is needed. Just a long haul if you want loans over 6 years considered and a bit frustrating but hopefully worth it in the end
Veronica Moss says
My husband’s has been with a senior colleague since March because he has loans over 6 years. It went to ombudsmen in June 17
James says
Finally! I have been fighting my mum’s case, as she was lent to on 45 occasions since 2007 (over 150 since 1998) by the same provident advisor.
The tips held within this on forming and articulating my complaint have been invaluable, and no doubt have driven an uphold decision by the adjudicator.
Provident have 10 days left to accept or reject the decision, but I don’t believe they have a leg to stand on so I am considering this a sure win.
I sure hope they learn from this and start to change their lending strategy.
I know of 2 more people in a similar situation to my mum’s, so I’ll be using this website to help them seek justice too!
James Cochrane says
So the deadline has passed for Provident to accept the adjudicator’s decision. They’ve given reason as ‘they are attempting to gather information from another business area’….anyone else faced this?