Our Complaints Procedure

 

We consistently strive to respond to complaints in a timely, professional, and helpful manner.

 

If you'd like to make a complaint, please get in touch and we'll look into it for you.

  • Phone: call us on 0330 099 3129, this is the quickest way for us to help with your complaint.
  • Email: please include your name, date of birth and home address to customer.relations@vanquisbank.co.uk. Make sure you tell us about your complaint and how it impacted you.
  • Post: write to us at:
    Customer Relations Team
    Freepost RSBJ-HULA-XLGG
    PO Box 399
    Chatham
    ME4 4WQ

See our opening hours and call charges.

 

What happens next?

We'll begin our investigation into your complaint. If we can't resolve it within 5 working days we send you a formal acknowledgement letter. This will contain your complaint reference number and our next steps.

 

We aim to resolve complaints within 15 working days (in some cases it can take up to 8 weeks). At the end of our investigation we send you a 'final response' letter or email. The response will explain our findings, decision and your referral rights.

 

If you aren't happy with our final response, or we have failed to give you a final response within 8 weeks you have the right to refer the complaint to the Financial Ombudsman Service (FOS). You have up to 6 months to refer your complaint to the FOS. They are a free and independent service who resolves disputes between customers and financial service providers.

 

Referring to the Financial Ombudsman Service

You can only refer your complaint to the FOS if:

  • You have received a 'final response' letter from Vanquis and you are not happy with the decision.
    or
  • Vanquis has not provided you with a 'final response' within 8 weeks of your acknowledgement letter.

 

Post:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

 

Phone: You can call the Ombudsman on 0800 023 4567 or 0300 123 9123.

 

E-mail: complaint.info@financial-ombudsman.org.uk

 

Website: Visit the Ombudsman's website for more information http://www.financial-ombudsman.org.uk/

 

Other helpful links:

Financial Ombudsman's consumer leaflet

 

Financial Ombudsman's contact us page.