Provident Group had mandated PwC to assist with a Customer Redress Scheme implemented for the purpose of assessing and paying compensation claims against Provident Personal Credit Limited, which traded under the brand names Provident, Glo and Satsuma and Greenwood Personal Credit Limited, for unaffordable lending.
The size and scope of the customer redress scheme was unprecedented – some 3-4 million customers and policyholders from the period between April 2007 to December 2020 needed to be contacted with details of how they could claim.
We took on the enormous task of helping Provident implement four separate mailings within a twelve month period, ranging from 3-4 million each time – a total of over 10 million copies – followed by cheque production totalling several hundred thousand copies.
From data cleansing, personalisation, printing, finishing and mailing, through to 100% mailing reconciliation, Witness Statement production and post-completion returns management, we reviewed every element to come up with the most pragmatic and cost-effective solutions to minimise costs. Our team worked 24 hours a day, across multiple weekends as well as weekdays, to ensure that nothing was left to chance.
Provident and PwC were both highly complimentary about our team’s approach to the task and the service we provided throughout the transaction, prompting Provident to note:
“We worked with B&C for over a year sending out large scale communications. In all cases the team were highly professional, detail-focused & solution driven. I’m keeping B&C on speed dial for when I need them again.” Provident Group
