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Frequently asked questions about voice recording

We use them to help us do our jobs better. We use them to check your instructions have been carried out properly. We also use them to resolve queries and complaints. Really, they’re there to make sure we’re looking after you properly. The recordings may also be used to prevent or detect fraud, and improve our training.

Home visits are recorded for your protection, as well as for training and quality purposes. This isn’t about catching anybody out. 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’ll record you (our customer) and whoever comes to visit you from Provident.  If you’re not in when we call, we don’t record. If a family member or friend answers the door and you’re out, we don’t record.

We‘ll record all telephone and face to face visits to your home.

We’ll record the whole conversation between you and whoever’s come to see you from Provident. It’s really important we know what’s being said to you, particularly when we’re talking to you about payments and collections or changes in your circumstances. There might also be times when we need to offer you extra support. Knowing what’s being said means we can we make sure we’re giving you the best service and lending and collecting responsibly.

All other visits at your home or via the telephone will also be recorded. By recording our interactions with yourselves this means, we may record sensitive and highly personal information about you at which stage we will specifically ask you if you are happy for this information to be recorded.  All our recordings are confidential and stored using the latest cyber security systems. We’ll always let you know when we’re recording. If you’re not comfortable with your visit or telephone call being recorded, you can always request that we do record and/or request the recording is deleted.

However if you’re wishing to apply for a loan with ourselves we do require the visit to be recorded and therefore if you don’t wish to be recorded we’ll not be able to process your loan application.

We like to think it’s like when you call your bank or another call centre, where calls are recorded ‘for training and quality purposes’. We have to capture the entire conversation so we know what’s been said and the quality of the service you’ve received.

This did happen. When we first started recording visits, the recording started automatically. This meant whoever answered the door would be recorded. In some instances, people other than our customers were recorded. This wasn’t what we intended. That’s changed now and we won’t start recording until we’re sure we’re talking to the customer.

We think it’s necessary. If it feels awkward, it means we’re doing it wrong. The last thing we want is to have uneasy conversations with you. It might take a few visits to get used to it and that’s ok. Hopefully, you’ll soon be reassured that it doesn’t get in the way.

We’re the first home credit provider to use voice recording. We’re giving the teams that deal directly with our customers extra training and support. Voice recording is just one of the ways we can demonstrate to you, ourselves and our regulators that we’re lending and collecting responsibly.

We’re recording all telephone calls and visits, this is to make sure we’re giving you the correct information every time you apply for a loan. We believe it’s the right thing to do, and if we do have to stop the recording, we won’t be able to continue with the visit.

We’ll also record collection visits however, if you’re not comfortable with your collection visit being recorded, you can always request that the visit isn’t recorded.

Hopefully, you’ll be reassured that the recording doesn’t get in the way of your relationship with Provident and that it benefits everyone.  But remember, after the visit you can always ask for the recording to be deleted.

We keep your recordings safe and secure for 6 years. That’s 6 years from when your relationship with Provident ends.

Yes, you can. Here’s how you do it:

  1. Phone the our Contact Centre on 0800 0568749
    1. Email Provident Head Office - vrdeletion.requests@provident.co.uk
    2. Complete a web form here

 

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