I complained and won but...

[Crawford990]

Hi back in 2018 I was unemployed and under extreme mental issues including PTSD and depression, anyway I was desperate for money and I applied for a loan via Satsuma which I got but was unable to keep up with repayments because I was unemployed.

Since than I have letters from debt collectors from various companies representing Satsuma.

A couple of months ago I made a complaint that Satsuma never carried out employment verification and if they did they would have realised I was not working.

Last Friday I received a response from Provident who were dealing with my complaint, their response was;

We have taken the decision to write off the interest applied on the above loan. Where you have an outstanding balance, this will be written off and no further payments will be required from you.

With the above in mind I am upholding your complaint.

Action Taken



Your credit file will be amended where required, please allow up to 60 days for any changes to take effect.

This is our final response to your complaint and we hope that you are satisfied that we have completed a full investigation.

[Crawford990]

Is it normal practice to take upto 60 days to amend credit files? Can it be done quicker?

[R0b]

Should normally be updated at the end of the month or if past the cut off date, the following month. Their final response doesn't make it clear whether they are amending your file or not? Have you clarified that with them and got it in writing?