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How to make a complaint

At Provident, customers are at the heart of our business. We aim to provide a high standard of customer care and satisfaction. We therefore take all complaints very seriously and will try to put things right.


Contact your Agent

Should you have a complaint, the first person you should speak to is your Agent, who will hopefully be able to help you with any questions or concerns you may have. What’s more, you know when they’ll be calling at your home to collect repayments so you can speak to them about any problems which have arisen.


Contact us

If you do not have an Agent, or if your Agent is not able to help with a particular complaint, you can contact us at Head Office. Our team will be happy to take your call and look into your complaint.


Online - Please complete the complaints form at the bottom of the page


Phone - 0800 121 8034

0800 numbers are free from both landlines and mobiles. 


Letter - You can write to us with your complaint and send it to:

Customer Complaints Team
1 Godwin Street


Marketing opt out

If you have received a letter or SMS from us and would like to opt out of future marketing communications, please click here to complete our online contact form using the 'Remove me from Marketing' option.


After your complaint is received

We will try to resolve your complaint as quickly as possible and to your satisfaction. If we cannot immediately do so we will keep you updated on the progress being made to resolve your complaint. If you have an ongoing complaint which you wish to discuss you can call the complaints team on 0800 121 8034.


Our complaints process

It is our aim to deal with complaints as soon as they arise.   However, in some circumstances we may require more time to properly investigate your complaint.  There is a defined timescale that the Customer Relations Team will work to in order to deal with your issue:


By day 5

We will try to provide a resolution to your complaint.  If we are unable to do this, we will send you a letter confirming that we are still investigating.


By day 28 (four weeks)

During the investigation we aim to keep you informed.  If we have been unable to provide a full response to your complaint by this time we will write to you with an update.


By day 56 (eight weeks)

In the unlikely event that we have been unable to resolve your complaint within 56 days we will send you a further update.  This will include information on how to refer your complaint to the Financial Ombudsman Service.


If we do not resolve your complaint to your satisfaction, or we have not issued a full response within 8 weeks from when you first let us know about your concerns, you may refer your complaint to the Financial Ombudsman Service.


The Financial Ombudsman Service is an impartial representative that settles complaints between individual customers and businesses when a satisfactory outcome cannot be reached between the two. You normally need to do this within six months of receiving our final response.


For more information you can click on the link below;


Online Dispute Resolution

Under EU regulation, from 15 February 2016, for products and services bought online you have the right to refer any complaint to (ODR) who can put you in touch with the right body to help resolve your complaint. As we’re a UK financial services business, the ODR will still refer you to the Financial Ombudsman Service as the alternative dispute resolution body. The Financial Ombudsman Service will refer you back to our complaints process unless you’ve already been through this. So you might prefer to go straight to the Financial Ombudsman Service after you’ve been through our complaints process. If you decide to use the ODR platform, when you complete the form online please include the following e-mail address as our contact point: 

Before you contact us, please have the following ready:


  1. A detailed description of your complaint
  2. What you would like us to do
  3. Your name and address
  4. A daytime telephone number and the best time to contact you
  5. Any relevant agreement or customer numbers


Contact us online

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