Reclaim a Mis-Sold Doorstep / Provident Loan (Irresponsible Lending Refund)
Home-collected credit, where an agent visits your home to lend and collect repayments, is still consumer credit governed by FCA rules. The lender had to check each loan was affordable and sustainable for you. If you were repeatedly given new loans, refinanced before clearing the last one, or lent amounts that didn't fit your budget, the lending may have been irresponsible. A successful complaint normally refunds the interest and charges you paid, plus 8% statutory interest. You submit the claim yourself and keep 100%.
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The FCA's CONC rules, including the creditworthiness and affordability requirements in CONC 5, apply to home-collected loans just as they do to other consumer credit. Complain to the lender first. You can refer the complaint free to the Financial Ombudsman Service once you have the lender's final response, or once 8 weeks have passed without one. Be aware that Provident's home-credit business and Morses Club ran court-approved Schemes of Arrangement for affordability redress; where a firm has entered such a scheme or administration, that scheme replaces the normal FOS route for in-scope loans and approved claims are paid at a reduced percentage rather than in full.
Step by step
- 1List every home-collected loan you can recall, with rough dates and amounts, including any time an agent refinanced or topped up a loan before it was repaid. Request a statement of account or submit a Subject Access Request if you lack records.
- 2Send a written complaint to the lender saying the loans were unaffordable and irresponsibly granted, that they failed to make a reasonable and proportionate affordability assessment under CONC 5, and that you want a refund of interest and charges plus 8% statutory interest and credit-file correction.
- 3Allow up to 8 weeks for a final response and keep dated copies of all correspondence.
- 4If rejected or underpaid, refer it free to the Financial Ombudsman Service, normally within 6 months of the final response. If the lender is in a Scheme of Arrangement or administration, lodge your claim through that scheme instead, while it remains open.
What they'll say, and your comeback
“Our agent knew the customer personally, so affordability was obvious.”
Comeback, A friendly relationship with an agent is not a documented, proportionate affordability assessment. CONC requires reasonable checks on income and expenditure, and repeated refinancing should have shown the borrowing was unsustainable.
“Weekly repayments were small, so the loans were always affordable.”
Comeback, Small weekly collections that roll into new loans for years can still be unaffordable overall. The test is sustainability without hardship or repeat borrowing, not the size of an individual payment.
“These loans are covered by our redress scheme and you've missed it.”
Comeback, If a court-approved scheme genuinely applies, ask for written confirmation of the scheme terms, your claim value and any remaining deadlines. If no valid scheme applies to your loans, the normal lender-then-FOS route still stands.
FAQ
Does this cover loans where I refinanced again and again?
Yes. A pattern of refinancing or topping up before the previous loan was cleared is one of the strongest signs of unaffordable, irresponsible lending, because it suggests you couldn't repay without borrowing more.
Provident's scheme has closed. Can I still claim?
Provident's home-credit business ran a court-approved Scheme of Arrangement with its own claim window, which has now closed. If your loans fell within that scheme your options may be limited. Check the current position with the lender or scheme administrator before assuming you've missed out, and act quickly if any route remains open.
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A self-serve tool, not a law firm. General information, not legal advice.