Complaints: Data & Financial Ombudsman Information

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 at, by letter to the Financial Ombudsman Service at Exchange Tower, London E14 9SR or by telephone on 0800 023 4 567 or 0300 123 9 123. Please click here for call charge information.

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.

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 Jan to 30 June 2017

Brands/trading names covered: Alloy, Aquis, Aquis Card, Argos Credit Card, Avant, Autograph, Aventura, Black Diamond, Cashmax, Chromatic, Chrome, Credit Tracker, Emporio, Fresh Start, Fuse, Granite, High Yield Account, ID Secure, Identity Secure, Igloo, Neo,, Origin, Original by Vanquis, Remember to Save, Satsuma, Storehouse, Value Saver, Vanquis, Vanquis Bank, Vanquis Bank Loans, Vanquis Bank Savings, Vanquis Card, Vanquis Classic, Vanquis Gold, Vanquis Insurance Services, Vanquis Loans, Vanquis Progress Card, Vanquis Repayment Option Plan, Vanquis Savings, Vanquis Up & Up, Volt, 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

 1.57 per 1,000 accounts per month







Advertising, Selling and Arranging (unclear guidance/arranging)



0.96 per 1,000 policies sold per month






Advertising, Selling and Arranging (unclear guidance/arranging)

Credit Related

 0.34 per 1,000 products per month








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