Managing your account

Managing your account

FAQ Section

Can I manage my account online?

Yes, you can now manage your account online via our secure online service called eVanquis.  Once you have registered for this service, you will be able to view your account balance, access your statements and pay your credit card bill.  Terms and conditions apply.

What should I do if I have any questions about my account?

As a Vanquis Card customer you have access 24 hours a day to Vanquis QuickCall for balance and credit limit information using Vanquis QuickCall on 01623 23 23 23, or if you prefer to speak to someone you can call Customer Service on 0330 099 3000. Please click here for opening hours and call charge information.

What's my right to cancel?

Once you have applied and before acceptance of your application, you can withdraw it either by sending WRITTEN notice to: Vanquis Card, Customer Services, P.O. Box 399, Chatham ME4 4WQ or by telephoning 0330 099 3000. Please click here for opening hours and call charge information. Once your application is accepted you will have a further short time to withdraw from your credit card agreement. For more details see our response to 'What if I change my mind? Can I cancel my card and how long do I have to do that?'.

Can I add an additional card holder to my account?

Yes, you can apply to add an additional cardholder if they are at least 18 years old, your account has been open for at least 6 months, you have a credit limit of at least £500 and your account has been well maintained. You will also need to have their consent to you giving us their details. You will be responsible for the card and how it’s used, including all transactions.  Please refer to your terms and conditions for more information.

If you would like to apply, please call Customer Services on 0330 099 3000 and request an additional cardholder form. Once you have completed and returned the form, we will be able to confirm if your application has been successful. Please click here for opening hours and call charge information.

What if my balance gets too high?

It is important that you keep track of your spending on your Vanquis Visa Card and allow for interest and any charges to be added to avoid going over your credit limit and incurring a £12 fee.

It is important that you contact us as soon as you find you may have difficulty meeting your minimum payment.

It is important to check your statement each month and ensure you can meet at least the minimum payment on your outstanding balance. Wherever possible you should try to pay more than the minimum payment.

Why might my interest rate change?

When you borrow money on a credit card, the credit is ‘unsecured’ because it’s not linked to your property; and ‘open ended’ because the account is not set to last for a specific length of time. This means that we face more risk than other types of credit product, such as personal loans and mortgages. Also, your financial circumstances can change over time, which means there may be a higher risk that you will not be able to pay back the money you have borrowed.

Changing the interest rates allows us to respond to expected changes in: the economy; the cost of providing credit; and your financial circumstances.

If we didn’t adjust interest rates in this way, we might have to take your card away, or you may have to pay new charges.

How often do you change my interest rate?

We will not increase your interest rates within the first year as a result of risk based re-pricing. This means your interest rates would only increase within the first year because of, for example, changes in the economy which lead to a change in the base lending rate.

If we do increase your interest rate we will not do so more than once every six months.

When we tell you about an increase in your interest rates, we will explain in clear language how it is changing, what it will cost and the options available to you.

If you ask, we will give you information on how and why we have changed your interest rate.

Can I keep my interest rates on their current rates and pay off my debt to you?

If we do increase your interest rates we will write to you to tell you about an increase in your interest rates. If you are unhappy with the new interest rates, you must contact us within 60 days of the letter and inform us you do not accept your rate increase and wish to close your account. You will then be able to clear your outstanding balance at your current interest rates, after which your account will be closed.  You will not be able to make further use of your account once you have told us you do not accept your rate increase and wish to close your account.

Can my statement be sent to me in Large Print, Audio or Braille?

To have your statement sent in Large Print, Audio or Braille please contact Vanquis Customer Service on 0330 099 3000 who will be able to help you. Please click here for opening hours and call charge information.

If I have a disability or medical condition that affects my ability to run the account, what can Vanquis Bank do to help me?

Vanquis Bank can offer a number of reasonable adjustments.  Please contact Customer Service on 0330 099 3000 who will be happy to discuss what options are available to meet your individual needs. Please click here for opening hours and call charge information.

How can I get a PIN reminder or a new PIN?

You can order a PIN reminder for your own card or an additional card holder by using Vanquis QuickCall on 01623 23 23 23. Please click here for opening hours and call charge information.

How do I report a lost, stolen or damaged card?

You can report a lost, stolen or damaged card by contacting Vanquis Customer Service on 0800 783 9003 or +44 161 444 4495 from abroad. Please click here for opening hours and call charge information.

Credit card cheques

We may offer you the opportunity to ask for Cheques for use on your account.  Interest on Cheque Transactions is charged at the Cheque interest rate, which is higher than the interest rate chargeable for Purchase Transactions.  Please refer to your terms and conditions for more information.

How do I query a transaction on my account?

Please contact Customer Service on 0330 099 3000 who will be happy to discuss your query. Please click here for opening hours and call charge information.

^ Credit Cards are not suitable for long-term borrowing or financing existing debt.

 

* To be considered for a credit limit increase, please keep all your credit agreements in order by paying on time, making use of your existing credit limit without going over your limit, and not taking on too much debt elsewhere. This is only a guide and meeting these criteria does not guarantee you a credit limit increase.

 

Important: Credit is subject to: status; telephone contact; confirmation of name and address; not already holding a credit card issued by Vanquis Bank; no reasonable suspicion of fraud, and is only available to UK residents who are at least 18 years of age and are not legally restricted from obtaining credit e.g.because of bankruptcy. Please read the Summary Box and Terms and Conditions for full financial details.

 

Vanquis Visa Card is issued by Vanquis Bank Limited. Vanquis Bank can be contacted at its registered office, which is at No. 1 Godwin Street, Bradford, West Yorkshire BD1 2SU. Registered number 02558509 England. VAT number 180555952. Vanquis Bank Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register No. 221156).

 

© Vanquis Bank Limited 2014