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Reporting Complaints Data

 

This page provides details about the number of complaints Provident Personal Credit and Provident Financial Management Services has received. The brand names under this group are Provident, Satsuma and glo. It provides information on how quickly we dealt with these complaints as a group and how many were upheld.

 

All our brands, including Provident, loan small sums of money, some collected face to face and others online or through the banks. Whatever part of our company, whatever the method of collection, we employ people who can understand customers’ situations and can offer solutions.

 

At Provident, we recognise that sometimes things do go wrong and if this happens, we look to resolve the problem as quickly as we can.

 

We like our customers to tell us about any complaints or concerns they might have. Not only so we can put things right, but so we can aim to improve what we do for other customers.

 

If you’re a Provident customer and would like to make a complaint, simply visit our complaints page for more information on how to do this.

 

Complaints Data Table

 

The FCA needs all companies who are regulated by them to publish high level complaints information. The FCA ask that the information is published twice a year for the period 1 January to 30 June and 1 July to 31 December. The FCA needs firms to show the breakdown of complaints into product categories.

 

The table below shows this detail. It shows the number of complaints that Provident Personal Credit and Provident Financial Management Services has reported, how quickly we dealt with those complaints and how many we upheld. We’ve created a glossary to help explain what each of the headings mean.

 

Firm name: Provident Personal Credit Limited

Group: Provident Financial Group PLC

Other firms included in this report: Provident Financial Management Services Limited

Period covered in this report: 1 July to 31 December 2018

Brands / trading names covered: Provident, Satsuma and glo.



Product /Service Grouping Provision(at reporting period end date) Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks percentage Upheld Main Cause of complaints opened
Credit related (Recommended only) per 1000 accounts / loan (Recommended only) per 1000 sales 16411 17467 N/A N/A 32.35% N/A

 

Glossary:

 

Complaint opened: This means when a complaint reached us

 

Complaint closed: This means when we have finished looking into the complaint and the customer has told us that they are happy with the outcome, to that we have issued a letter giving our final response

 

Complaints closed within 8 weeks: We try and handle the majority of complaints within 8 weeks. This information will be displayed as a percentage

 

Complaints upheld by the firm: This means the percentage of complaints that were resolved in the customers favour

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