How to make a complaint

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;

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

London

E14 9SR

Website: 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 (or by other electronic means) 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:  NewCustomer.Complaints@provident.co.uk