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.

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

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;

http://www.financial-ombudsman.org.uk/consumer/complaints.htm

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 http://ec.europa.eu/odr (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:  customerservices@provident.co.uk 

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