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How to make a complaint

Proposal for the payment of compensation claims through a scheme of arrangement

A legal process called a scheme of arrangement (the “Scheme”) is being proposed for the purpose of assessing and paying compensation claims against Provident Personal Credit Limited ("PPC") (which traded under the brand names Provident, Glo and Satsuma) and Greenwood Personal Credit Limited ("Greenwood") for unaffordable lending. The Scheme would cover customers to whom loans were given by Provident, Glo, Satsuma or Greenwood, or who may have guaranteed a loan from Glo, between 6 April 2007 and 17 December 2020.


If you received a loan from PPC, or guaranteed a loan from Glo, between 6 April 2007 and 17 December 2020, you can visit Provident Scheme of Arrangement website where you will be able to view more information about the Scheme and next steps if you think you may have a claim. It is important that customers take the necessary action if they believe they may have a claim as failing to do so may result in customers not receiving compensation.

Our commitment to you


At Provident, it is our aim to provide a high standard of customer care and satisfaction. We may occasionally fail to satisfy your expectations and when this occurs we will try to resolve the issue as quickly as possible. 


How to make a complaint

You can make a complaint in one of the following ways;

Contact us online

Get in touch with us on our online complaints form and a member of our team will get in touch.

Write to us

You can write to us with your complaint;


Customer Complaints Team


1 Godwin Street



If you're wanting to make a complaint, please provide the following:


  1. Your personal details including your date of birth and customer number
  2. Contact details and preferred time to be contacted by the Complaints Team if required
  3. A clear description of your complaint and your desired outcome

Our complaints process

It is our aim to investigate your complaint competently and impartially so as to assess fairly and promptly your concerns.


We aim to deal with your complaint as soon as it arises, however in some instances we may require more time to investigate your complaint. To keep you updated of our progress we have outlined below the timescale in which we aim to respond:


We aim to resolve your complaint within three working days of receipt, if we are able to resolve your complaint within this timescale, a letter will be issued to you and your right to refer to the Financial Ombudsman Service will be included.


If we have not resolved your complaint within three working days, we will:


By day 5

Acknowledge your complaint in writing within five working days of your complaint being received. 


By day 28 (four weeks)

If we have been unable to provide a full response to your complaint by day 28 we will write to you again to confirm our investigations remain on-going.    


By day 56 (eight weeks)

In the unlikely event of us not being able to provide you with our final response within 56 days (eight weeks), we will write to you with a progress update and will also include details on how to refer your complaint to the Financial Ombudsman Service.


Our final response to you will set out clearly our investigation of your complaint, our decision and any remedial action appropriate to your individual circumstances.


If you remain dissatisfied with our decision

You have six months from the date of our final response to refer your complaint to the Financial Ombudsman Service.


The Financial Ombudsman Service is a free independent and impartial intermediary body that investigates complaints between individual customers and companies when they are not able to resolve the complaint between them. 


The Financial Ombudsman Service details are noted below:


Financial Ombudsman Services (FOS).


The Financial Ombudsman Service

Exchange Tower


E14 9SR




Online Dispute Resolution

Under EU regulation, from 15 February 2016, for products and services bought online (or by other electronic means) 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: