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We’re sorry.

The changes we’re making to the way we work have affected you, our customers, more than they should. We truly value you and we are incredibly sorry that this caused disruption for many of you over the past few weeks.

 

  • We know that we’ve disrupted your schedule and that’s not your fault
  • We’re working very closely with our internal teams and with you to get everyone back into a routine that works for them. Unfortunately it’s taking us longer than we’d like it to
  • We are working night and day and we’re doing our best to communicate with everyone as quickly as we can
  • We understand that this is difficult, but we really don’t want you to worry.

Thank you so much for bearing with us, during this difficult and frustrating time. We are committed to sorting this out.

We’ve pulled together a set of questions and answers to give you some clarity around what’s happening. These are based on the things people are asking us the most.

FAQs

icon You’ve not collected from me, what do I do now? When is someone coming round?

If you let your previous agent know, or answered the letter we sent asking you when you’d like us to come round, we should come round when you told us to. Because of the changeover we may have missed a week or two. This is not your fault and we will get there. If you can, put the money to one side and we’ll collect it as soon as we can.

 

  • You can find out when we’re planning to visit by calling: 0800 015 6687
  • Or, if it’s easier for you, you can pay over the phone on our automated payment line 0800 9166 440
  • You will need your customer number and DOB for both of these lines
  • Both numbers are free on landlines and mobiles.
icon Will my credit rating be affected if you’ve not been to collect my money?

If it’s our fault, then absolutely not. This is our mistake, not yours.

 

If you can, please try to keep your money aside for when your Customer Experience Manager calls round, which they will.

 

Alternatively, you could call the automated payment line which is 0800 916 6440. Free to call on both landlines and mobiles.

 

That said, we understand that this isn’t always possible depending on how you pay and get paid. If this sounds like you, please don’t panic and don’t worry. When your Customer Experience Manager visits they will discuss your account with you and agree a suitable solution.

 

icon Will my loan and repayment change?

No. We’ll still call round and collect your agreed weekly repayments on your usual repayment day.

 

Unfortunately, we are having temporary problems with our system, so many of our customers may not have a visit for 1, 2 or 3 weeks. If this is you, this is not your fault.

 

Please try to keep your money aside for when we do get everything fixed and you do get a visit.

 

Alternatively, you could call the automated payment line which is 0800 916 6440.

 

That said, we understand that this isn’t always possible depending on how you pay and get paid. If this sounds like you, please don’t panic and don’t worry. When your Customer Experience Manager visits they will discuss your account with you and agree a suitable solution.

icon What is a Customer Experience Manager and where’s my agent?

From 6 July, we replaced the agent workforce with a new Customer Experience team. In many cases, agents moved over to new roles and your old agent could be one of our new Customer Experience Managers (CEM). The CEM is a Provident representative who will visit you at your home to collect your weekly repayments and complete new loan applications.

 

The main difference is that you may see more than one CEM, while you’ve got a loan with us. We understand that you might be used to one particular person coming to see you, but by rearranging the way we work, we will now be able to make collections six days a week, to help us better fit in with your lifestyle. Even though it probably doesn’t feel like that at the moment.

 

So, it’s likely you will get to know more than one CEM, which will be a good thing. Over time, you should start to feel more in control of your loan and you can have more flexibility than you did before.

icon How can I rearrange a visit?

You can either discuss this with a member of the team on your next home visit or call our contact centre on 0800 096 6064, open 6 days a week.

 

Please note:For the past week throughout the day, the call waiting time has been 15-30 minutes. This increases at peak times such as lunch and after work. We understand that this is not acceptable and we are doing our best to try and keep the waiting times down.

 

If you do need to call, please try at different times of the day or night – the self-service number is available 24/7.

 

You will also need: 

  • Your customer number – this can be found on your customer number card that you should have received a couple of weeks ago. You can also find it on your payment book and any statements and
  • Your date of birth
icon How will I know my Customer Experience Manager is from Provident/ is genuine?

All Provident managers carry official Provident ID, so you’ll always know who you’re talking to. 

icon Why have you made these changes?

We have made a number of changes to the ways we work to better protect and serve our customers. You may remember a letter we sent to you describing these changes. 

 

Unfortunately, there have been temporary problems and things haven’t gone quite to plan.

 

This has led to lots of phone calls and social media posts from our customers which we are doing our very best to answer as soon as we can.

 

We understand that not everyone wanted these changes, but we feel that it is important to adapt and change in order to be able to continue to serve you and others like you for the next 140 years and beyond in a world which is itself changing and now strictly regulated.

icon What happens if my circumstances change?

We all know that circumstances can quickly change, so if you find yourself in a situation where you think that you may not be able to make your next repayment or you are struggling with the amount that you need to repay, there are things you can do.  Click here to find out more.

icon What happens if I want to settle my account early?

You can either discuss this with a member of the team on your next home visit or call our contact centre on 0800 096 6064, open 6 days a week.

icon I want another loan, how do I get one?

There are a number of ways to get a loan.

  • At the moment, the best way to do this is to go on to our website and fill in the application form. But, it is taking us longer to get out to you than we would like
  • Alternatively, if you’ve got a loan and you’d like another loan, you can let your Customer Experience Manager (CEM) know when they visit. To find out when your CEM is due to visit call: 0800 015 6687. This is free on both landlines and mobiles. 

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