Representative APR: 535%
Making a complaint.
We're sorry you're not happy with our service at the moment. It’s our aim to provide high standards of customer care and satisfaction.
So we can respond quickly to your complaint, please tell us:
- Your name and address
- Your customer number
- A clear description of your complaint
- Details of what you would like us to do to resolve your complaint
- Copies of any relevant documents
- Your preferred daytime telephone number
Proposal for the payment of compensation claims through a scheme of arrangement
A legal process called a scheme of arrangement (the “Scheme”) is being proposed for the purpose of assessing and paying compensation claims against Provident Personal Credit Limited ("PPC") (which traded under the brand names Provident, Glo and Satsuma) and Greenwood Personal Credit Limited ("Greenwood") for unaffordable lending. The Scheme would cover customers to whom loans were given by Provident, Glo, Satsuma or Greenwood, or who may have guaranteed a loan from Glo, between 6 April 2007 and 17 December 2020.
If you received a loan from PPC, or guaranteed a loan from Glo, between 6 April 2007 and 17 December 2020, you can visit Provident Scheme of Arrangement website where you will be able to view more information about the Scheme and next steps if you think you may have a claim. It is important that customers take the necessary action if they believe they may have a claim as failing to do so may result in customers not receiving compensation.
Here's how to contact us.
Monday - Friday 9am - 5pm
Customer Relations - Satsuma Loans - 1 Godwin Street, Bradford, BD1 2SU
Our complaints process
We aim to investigate your complaint competently and impartially to fairly assess and address your concerns.
We will deal with your complaint as soon as you send it to us, but please be aware that in some instances we may need more time to investigate.
What happens next?
We aim to resolve your complaint within three working days. If we’re able to resolve your complaint within this timescale, a letter will be sent to you and your right to refer to the Financial Ombudsman Service will be included.
If we’re not able to resolve your complaint within three working days, we’ll:
- Acknowledge your complaint in writing within five working days.
- If we’ve been unable to provide a full response to your complaint by day 28, we’ll write to you again to confirm our investigations remains on-going.
- In the unlikely event that we can't provide you our final response within 56 days (eight weeks), we’ll write to you with a progress update and will also include details on how to refer your complaint to the Financial Ombudsman Service.
Our final response to you will set out clearly our investigation of your complaint, our decision and any remedial action which is appropriate to your individual circumstances.
If you remain dissatisfied with our decision
You’ll have six months from the date of our final response to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is a free independent and impartial intermediary body that investigates complaints between individual customers and companies when they are not able to resolve the complaint. Please find their details below:
The Financial Ombudsman Service