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 www.financial-ombudsman.org.uk, 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 and includes the number of complaints opened and closed, the percentage of complaints closed within eight weeks of being received and the percentage of complaints upheld by the firm. We have also published the number of complaints per thousand accounts, which, for the period 1 January to 30 June 2016 was on average 1.14 complaints per thousand accounts per month.

The FCA also requires firms to breakdown the nature of such complaints into product categories. Currently all complaints received by Vanquis Bank relate to Banking.

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 2016

Brands/trading names covered: Alloy, Aquis, Aquis Card, Avant, Aventura, Black Diamond, Cashmax, Chromatic, Chrome, Credit Tracker, Emporio, Fresh Start, Fuse, Granite, High Yield Account, ID Secure, Identity Secure, Neo, oneminuteresponse.co.uk, Origin, Original by Vanquis, Remember to Save, Satsuma, Storehouse, Value Saver, Vanquis, Vanquis Bank, Vanquis Bank Savings, , Vanquis Card, Vanquis Classic, Vanquis Gold, Vanquis Repayment Option Plan, Vanquis Savings, XYLO.

  

A

B

C

D

E

 

Number of complaints opened

Number of complaints closed

Complaints closed within 8 weeks (%)

Closed complaints upheld by firm (%)

Banking

9932

9665

99.96

17.1


For the period 1 January to 30 June 2016 Vanquis Bank received on average 1.14 complaints per thousand accounts per month.



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