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Provident Personal Credit Limited

Financial Ombudsman decision DRN-3690725 Upheld

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Support for vulnerable customers, Service failure

In the Ombudsman’s words

it was on notice to Ms M’s vulnerability and didn’t appear to take any mitigating stepsSupport for vulnerable customers

Provident’s actions provided poor communication, didn’t pass on to the third-party relevant information about Ms M and then caused further confusionService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3690725.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.