Helping You Keep Your Vanquis Card Secure from Fraud
What you need to know about protecting yourself against credit card fraud
What to do if your Vanquis Card is lost or stolen?
Step 1 Call Vanquis Card on 0800 783 9003
Step 2 We will cancel your Card and block your account to avoid misuse
Step 3 Immediately call Vanquis if any unrecognised charges appear on your statement. We may not be able to take any action if you leave it too long before you tell us
Step 4 If you believe your identity may have been stolen and need to make sure no fraudulent applications have been made in your name, you can check your credit report for free at Free Experian credit report
We look out for you
- If we see your Vanquis Card being used in unusual transactions or in a suspicious manner, we will call you
- If you are taking your Vanquis Card overseas and intend to use it please call Vanquis bank 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) and tell us when and where you are going.
What is fraud?
Credit card fraud happens whenever someone takes your credit card, or gets the account number and uses it to make purchases without your knowledge.
This can happen if:
- Your Card is stolen from you
- Someone copies your Card details, makes a duplicate and uses it to buy goods or services
- The details of your credit card are obtained without you knowing, then goods can be bought by quoting your card details over the phone, internet or by mail order
What is identity theft?
Identity theft is when someone uses your name and personal information to open new accounts and then makes fraudulent purchases. They can do this by finding and using your discarded credit card, bank statements and other documents with your personal information, even pre-approved credit card offers you’ve thrown away.
We recommend that you dispose of any documents, in a secure manner, which are no longer required, containing any personal information (such as dates of birth, financial information, national insurance numbers or your home address). For example you should cross shred such documents before disposing.
Telephone banking password security
The password set on your account is an important piece of information we use to verify your identity. We recommend that:
- You do not share your password with friends, family or anyone
- If you suspect that someone knows your password please call our Customer Services department to reset it. When calling to reset your password, we will ask additional security questions, so please have your Vanquis Visa Card with you when you call
- Ensure that your password is not easy to guess such as your first name, last name, 'password' or 'Vanquis'
Chip and PIN security
Here’s how you can keep your Card safe:
- Change your PIN (Personal Identification Number) to a number you can easily remember at any cash machine
- DON’T store your PIN in your mobile and DON’T write it down
- If you have forgotten your PIN and would like us to send you a PIN reminder, please call our automated service 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). All you need to do is key in your account number and follow the instructions
- DON'T tell anyone your PIN, including friends and family. You will never be asked to disclose your PIN by a member of Vanquis staff
Shopping securely
On the high street:
- Keep your Card safe at all times and never lend it to anyone else
- Save your receipts and check them against your monthly statements
- Dispose of your Card receipts carefully as they may include your card details
- Don’t let anyone see your PIN when at a cash machine or in a store - we recommend that you guard the keypad with your hand whilst you type in your PIN
- Be wary of non-genuine cash machines and any suspicious devices bolted on to card readers at cash machines and terminals that appear genuine
On the phone:
- Always ask the retailer to confirm the exact amount you will be charged
- Don’t ever tell anyone your PIN. You don’t need to give your PIN to complete a transaction over the phone and no one needs to know your PIN number – not even your bank or police
- Don’t give out your card details over the phone to a company you’re not familiar with
Over the internet:
- Only shop at secure websites (look for the padlock or unbroken key symbol)
- When making a payment online check that the retailer’s internet address has changed from ‘http’ to ‘https’ to ensure the connection is secure
- Ensure that your computer software is up-to-date, and install and maintain reputable antivirus/spyware software
- Never answer emails that ask for your personal, bank account or security information – even if they appear to come from your bank - if you think that the email is genuine, then manually type your bank's website address in your browser and call the relevant number listed on the live internet website. Do not use the links and phone numbers or any contact details in the email