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FAQs

CEM stands for Customer Experience Managers, CEMs provide a friendly face to face service, visiting our customers in their homes, getting to know you and your individual circumstances. They carry out the home visit, where they'll go through an affordability assessment to ensure you can afford the loan. If approved, your CEM will then visit weekly to collect repayments for the duration of the loan term, and are there to answer any questions you might have about your loan.

As a current customer you could borrow up to £2,500, subject to affordability. If you’re interested in taking out a bigger loan, speak to your CEM on your next home visit or call the contact centre to arrange a home visit. Don’t forget proof of your income is needed during the home visit every time you apply for a new loan. Click here to find out what documents you can use for proof of income. 

There’s several ways for you to pay that can help you stay on track with your repayments.

 

Find out how to make a payment over the phone or online.

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’re struggling with the amount that you need to repay, there are things you can do. Click here to find out more.

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

 If you're not in when your CEM visits, they’ll post an envelope with their contact details through your letter box, so you can arrange your next visit.Once you have their number you can rearrange with them directly.

Don’t worry, your CEM’s visit will be covered by another Provident colleague if they’re on holiday or otherwise unavailable.


If you’d rather rearrange your visit, give us a call or contact us online. You'll just need your Customer Number and date of birth.

 

You can also make payments over the phone or online, for more information click here.

You can find your Customer Number in your Payment Book.


Click here for our contact information.

Your CEM's should have shared their phone number with you.


If you can't find it or it didn't reach you, give us a call or send us a message and we'll find it for you. You'll just need your Customer Number and date of birth.


You'll find your Customer Number in your payment book.


Click here for our contact information.

You can find your Customer Number in your Payment Book.


If you need information about your loan, but can't find your Customer Number, the best thing to do is get in touch.


Give us a call or send us a message, and we'll find it for you. You'll just need to answer a few questions for data protection reasons.

 

Click here for our contact information.

All our home visits are now recorded for your protection, as well as for training and quality purposes. It's about making sure we give you the right information, service and support every time we visit. It's one of the ways we can demonstrate we're lending and collecting responsibly. 

 

We know that not everyone will want to be recorded, so if you feel uncomfortable you can ask your CEM to stop the recording, you also have the option to request for the recording to be deleted. Click here to find out more information.

If you'd like a written statement showing your loan and your repayments, give us a call or contact us on social media.


You'll just need to answer some data protection questions beforehand. You will also be required to provide your Customer Number, this can be found in your Payment Book.


Click here for our contact information.

You can ask your CEM to change your marketing preferences, or you can contact us online or over the phone.

Your CEM is the best person to ask about this. We issue new loans based on your circumstances-subject to affordability and our responsible lending criteria.

You may not always see the same CEM on every visit, as they may be on holiday, and we will arrange for another member of the local team to visit. This isn't something you need to worry about though. Because, as representatives of Provident, all our team carry an official Provident ID. If you have any concerns, just ask to see their ID.

 

Example of Provident ID:

Provident ID example

DBYPFGPRDWHOM01