Issues affecting our customers
For us, responsible lending is about developing and delivering products that meet the needs of our customers.
Maintaining high levels of customer satisfaction
Monitoring customers’ satisfaction is key to determining whether we are delivering our business strategy. It is also a good indicator that we are developing products that meet the needs of our customers and that these are delivered in a responsible manner. Our high levels of customer contact, tailored products and responsible approach to lending mean we achieve very high levels of customer satisfaction.
We monitor customer satisfaction across the group by conducting regular surveys.
In 2015, 93% of home credit customers say they are satisfied with the Provident home credit service (2014: 93%) with the vast majority saying they would recommend Provident to a friend. Customer satisfaction at Vanquis Bank is 88% (2014: 84%).
Dealing with customer complaints
Our businesses know that handling complaints well is a really important part of building a long-term, trusting relationship with the customer.
The customer relations teams we have in place across the Provident Financial Group have clear complaint handling processes, procedures and timescales in place. Our focus is to keep customer complaints to an absolute minimum and, where they do occur, we will take each complaint seriously and do all we reasonably can to resolve the complaint in a professional and timely manner.
Where a customer’s complaint is not resolved to their satisfaction, they may refer the complaint to the Financial Ombudsman Service (FOS), the contact details of which are provided to all customers.