Complaints Data & Financial Ombudsman Information


Find out what you can do if your complaint wasn't resolved.


Financial Ombudsman Service

If you raised a complaint with us and we weren't able to resolve it to your satisfaction, you can refer it to the Financial Ombudsman by:

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


If you don't raise a complaint with us first, you won't be able to refer it to the Financial Ombudsman Service.


Complaints data publication

The Financial Conduct Authority (FCA) requires all companies regulated by them to publish high level information about complaints. The information is published twice a year from 1 January to 30 June and 1 July to 31 December. The FCA also requires firms to break down the nature of complaints into product categories. Currently, all complaints we receive relate to the Banking and Credit Cards and Credit product categories. We've listed our complaints data below.


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 July to 30 December 2023


Brands/trading names covered: Aquis, Aquis Card, Autograph, Avant, Black Diamond, Chromatic, Chrome, Emporio, Fresh Start, Granite, High Yield Account, Neo,, 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.




 Product/Service grouping

Provision (at reporting period end date)

Total number of complaints opened

Total number of complaints closed

Percentage closed within 3 days

Percentage closed after 3 days but within 8 weeks

Percentage upheld

Main reasons complaints were opened

Banking and Credit Cards

 20.36 per 1,000 accounts






Advising, arranging and selling