Complaints Data & Financial Ombudsman Information

 

Do you have a complaint that we were unable to resolve to your satisfaction? Please read below.

 

Financial Ombudsman Service

Should you have a complaint that we are unable to resolve to your satisfaction you may refer it to the Financial Ombudsman by:

  • Telephone - 0800 023 4 567 or 0300 123 9 123. Please click here for call charge information
  • Financial Ombudsman online complaint form
  • Letter - Financial Ombudsman Services, Exchange Tower, London, E14 9SR

Please refer to Financial Ombudsman for the most current information on how to raise a complaint and the options available to you.

 

If you do not take up your complaint with us first, you will not be entitled to refer it to the Financial Ombudsman Service.

 

Publication of Complaints Data

The Financial Conduct Authority (FCA) requires all companies regulated by them to publish high level information relating to complaints. The information is published twice a year for the period 1 January to 30 June and 1 July to 31 December. The FCA also requires firms to breakdown the nature of such complaints into product categories. Currently all complaints received by Vanquis Bank relate to the Banking and Credit Cards and Credit related product categories.

 

Complaints Publication Report
Firm name: Vanquis Bank Limited
Group: (if applicable): N/A
Other firms included in this report (if any): N/A
Period covered in this report: 1 January to 30 June 2021

 

Brands/trading names covered: Aquis, Aquis Card, Autograph, Avant, Black Diamond, Chromatic, Chrome, Emporio, Fresh Start, Granite, High Yield Account, Neo, Oneminuteresponse.co.uk, Origin, Satsuma, Vanquis, Vanquis Bank, Vanquis Bank Loans, Vanquis Bank Savings, Vanquis Card, Vanquis Classic, Vanquis Gold, Vanquis Loans, Vanquis Progress Card, Vanquis Repayment Option Plan, Vanquis Savings, Vanquis Up & Up, XYLO.

 

 

 

Number of complaints opened by volume of business

           

 Product/Service Grouping

 Provision (at reporting period end date)

 Intermediation (with the reporting period)

Number of Complaints opened

Number of Complaints closed

Percentage closed within 3 days

Percentage closed after 3 days but within 8 weeks

Percentage upheld

Main causes of Complaints opened

Banking and Credit Cards

 5.58 per 1,000 accounts

 N/A

8,960

8,840

34.2%

65.4%

28.2%

General Admin/Customer Service

Credit Related

 1.85 per 1,000 accounts

N/A

101

101

5%

94%

3%

Advising, Selling and Arranging