How to make a complaint

At Provident, customers are at the heart of our business. We aim to provide a high standard of customer care and satisfaction.  We therefore take all complaints very seriously and will try to put things right.

Contact us

We have a number of methods you can use to make a complaint. You can contact us by using the online contact form on this page.  Alternatively if you would prefer to speak to someone you can contact us at the Head Office on 1800 553 083 to speak to one of our operators. Our team will be happy to take your call and investigate your complaint.

To log a complaint with us, you can contact us via the following
methods:

Online - Access our complaints form using the "Make a complaint" button on this page

Phone- 1800 553 083

Letter - You can write to us with your complaint and send it to:

Customer Complaints Team
Provident,
Suite 17,
Block 1, Broomhall Business Park,
Rathnew,
Co. Wicklow

Before you contact us, please have the following ready:

  • A detailed description of your complaint
  • What you would like us to do to resolve the issue
  • Your name and address
  • A daytime telephone number and the best time to contact you
  • Any relevant agreement or customer numbers

Make a complaint online

After your complaint is received

We will acknowledge your complaint and try to provide a resolution as quickly as possible. If we cannot resolve your complaint immediately we will keep you updated on the progress being made. If you have an on-going complaint which you wish to discuss you can call the complaints team on 1800 553 083.

Our complaints process

It is our aim to deal with complaints as soon as they arise. However, in some circumstances we may require more time and information to properly investigate your complaint. There is a defined timescale that the Customer Complaints Team will work to in order to deal with your issue and we will aim to provide regular updates to you throughout this process.

By day 5
We will try to provide a resolution to your complaint. If your complaint has not been resolved then a letter will be sent out to update you on progress and to give you the name of the person you an contact about your complaint.

By business day 20
Your complaint ought to have been investigated and we will aim to resolve your query and provide a response, detailing what we have done. Details of the resolution of any complaint will be provided in a final response letter. If the complaint has not been resolved an update letter detailing the situation will be sent to you. This may contain requests for further information or documents. The quicker you respond to such request the faster we will be able to deal with your complaint.

By business day 40
We will aim to resolve your complaint within eight weeks of receipt. If after this period the complaint has not been resolved we will send a further letter updating you on the progress of our investigations along with an anticipated timescale of when we hope to resolve the complaint and details of your right to refer the matter to the Financial Services Ombudsman.

If you still feel dissatisfied
You may contact the Financial Services Ombudsman once you have followed our internal complaints handling procedure. The Financial Service Ombudsman is an independent impartial intermediary body.

Their contact details are:
3rd Floor Lincoln House
Lincoln Place
Dublin 2.

Lo Call: 1890 88 20 90
Tel:      +353 1 6620899
Fax:     +353 1 6620890

 

Alternatively, you can visit their website at https://www.financialombudsman.ie/ or email enquiries@financialombudsman.ie for further information.

* These fields are compulsory

Contact us

We have a number of methods you can use to make a complaint. You can contact us by using the online contact form on this page. Alternatively if you would prefer to speak to someone you can contact us at the Head Office on 1800 553 083 to speak to one of our operators. Our team will be happy to take your call and investigate your complaint.

To log a complaint with us, you can contact us via the following
methods:

Online - Access our complaints form using the "Make a complaint" button on this page

Phone- 1800 553 083

Letter - You can write to us with your complaint and send it to:

Customer Complaints Team
Provident,
Suite 17,
Block 1, Broomhall Business Park,
Rathnew,
Co. Wicklow

After your complaint is received

We will acknowledge your complaint and try to provide a resolution as quickly as possible. If we cannot resolve your complaint immediately we will keep you updated on the progress being made. If you have an on-going complaint which you wish to discuss you can call the complaints team on 1800 553 083.

Our complaints process

It is our aim to deal with complaints as soon as they arise. However, in some circumstances we may require more time and information to properly investigate your complaint. There is a defined timescale that the Customer Complaints Team will work to in order to deal with your issue and we will aim to provide regular updates to you throughout this process.

By day 5
We will try to provide a resolution to your complaint. If your complaint has not been resolved then a letter will be sent out to update you on progress and to give you the name of the person you an contact about your complaint.

By business day 20
Your complaint ought to have been investigated and we will aim to resolve your query and provide a response, detailing what we have done. Details of the resolution of any complaint will be provided in a final response letter. If the complaint has not been resolved an update letter detailing the situation will be sent to you. This may contain requests for further information or documents. The quicker you respond to such request the faster we will be able to deal with your complaint.

By business day 40
We will aim to resolve your complaint within eight weeks of receipt. If after this period the complaint has not been resolved we will send a further letter updating you on the progress of our investigations along with an anticipated timescale of when we hope to resolve the complaint and details of your right to refer the matter to the Financial Services Ombudsman.

If you still feel dissatisfied
You may contact the Financial Services Ombudsman once you have followed our internal complaints handling procedure. The Financial Service Ombudsman is an independent impartial intermediary body.

Their contact details are:
3rd Floor Lincoln House
Lincoln Place
Dublin 2.

Lo Call: 1890 88 20 90
Tel: +353 1 6620899
Fax: +353 1 6620890

 

Alternatively, you can visit their website at https://www.financialombudsman.ie/ or email enquiries@financialombudsman.ie for further information.

Before you contact us, please have the following ready:

  • A detailed description of your complaint
  • What you would like us to do to resolve the issue
  • Your name and address
  • A daytime telephone number and the best time to contact you
  • Any relevant agreement or customer numbers

Make a complaint online

* These fields are compulsory
Provident

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