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.

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, or if you prefer to speak to someone you can call Customer Services. Both services are available on 0871 770 5555. (Please note that calls to 0871 numbers will be charged at 7p per minute from a BT landline. Calls from mobiles and other networks may vary).

What's my right to cancel?

Once you have applied, you can withdraw your application by sending WRITTEN notice of cancellation to: Vanquis Card, Customer Services, P.O. Box 399, Chatham ME4 4WQ. Once your application is accepted you will have a further short time to cancel the 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 card holder if 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. If you would like to apply, please call Customer Services on 0871 770 5555 and request an additional card holder form. Once you have completed and returned the form, we will be able to confirm if your application has been successful. (Calls to 0871 numbers will be charged at 7p per minute from a BT landline. Calls from mobiles and other networks may vary.)

What if my balance gets too high?

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 rate 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 rate within the first year when it is linked to risk-based re-pricing. This means your interest rate would only increase within the first year because of changes, for example, in the economy.

We will not increase your interest rate more than once every six months.

When we tell you about an increase in your interest rate, 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 rate on its current rate and pay off my debt to you?

We will write to you to tell you about an increase in your interest rate, if you are unhappy with the interest rate we move you to, you must contact us within 60 days of the letter telling you about the rate increase and inform us you wish to close your account. You will then be able to clear your outstanding balance at your current Interest Rate, after which your account will be closed.

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 0871 770 5555 who will be able to help you.

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 0871 770 5555 who will be happy to discuss what options are available to meet your individual needs.

* 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), except for Credit Cards & Loans until 31st March 2014 where we are licensed by the Office of Fair Trading (Consumer Credit licence number 532364).

 

© Vanquis Bank Limited 2013