Fraud Protection, Travel Support and Useful Links

 

Vanquis is working to support our customers as the economy and country are affected by Coronavirus (COVID-19).

 

Stay safe from fraud

Your peace of mind is our priority

During the coronavirus outbreak, criminals will use this opportunity to try scams by email, telephone calls, texts and social media to prey on your sense of uncertainty and fear to trick you into divulging personal and financial information.

 

Our Fraud team are working hard to protect you and want you to be ready and informed. Here are five tips to help protect yourself:

  • Never share your one-time passcode (OTP) or PIN with anyone, Vanquis will never ask you for these details. If someone asks you for these details it is most likely a scam.
  • Don’t click on the links or open attachments of emails and texts unless you know they are safe. Some examples of scams include criminals asking for donations to tackle COVID-19, offering a tax refund or free school lunch vouchers.
  • Be aware of strangers claiming they can buy your shopping if you give them your card or PIN. Criminals are pretending to offer help to vulnerable and elderly people but they are not being genuine.
  • Research the company and check reviews before buying online to check the site is genuine. Criminals are setting up fake websites pretending to order face masks, hand sanitisers and testing kits.
  • Never allow anyone to remote access your computer. A criminal may call you and offer to provide technical support, they may ask you to download software or visit a website in the attempt to gain personal or financial information from you.

 

You can continue to manage your account via the Vanquis App and our Online Service. We use the very latest security tech to help you stay safe online.

 

You should contact us immediately on 0330 099 3000* if you think you’ve fallen for a scam that’s affected you and report it to Action Fraud.

 

Remember, if you receive an email or SMS that looks suspicious and appears to be from Vanquis please send this to email.scams@vanquisbank.co.uk so we can investigate it.

 

Travel Support and Useful Links

If you'd like to find out more about government advice to employees, including Statutory Sick Pay, please click here.

 

If you are self-employed you may be eligible for Universal Credit, more information can be found at https://www.understandinguniversalcredit.gov.uk/coronavirus/.

 

Where can I find more information about COVID-19?

 

Disruption and cancellation of trips, events and holidays

Where can I find the latest travel guidance from the Foreign & Commonwealth Office (FCO)?

You can find the latest travel guidance from the FCO here.

 

New Claims

 

Am I able to make a claim for a cancelled travel or events in relation to Covid-19?

The following scenarios provide guidance on who to contact where holidays, flights and events have been cancelled as a result of the Covid-19 pandemic. You should contact the company (s) you booked with in the first instance. They may offer you different dates, a credit voucher or a full refund and this is likely to be the quickest way for you to get your situation resolved. If they do not resolve your situation then you may also want to check with your travel insurance provider.

 

If this is not successful, then we may be able to help you. If you do raise a claim with us and to support your claim, please provide evidence of your contact with the company and that you haven’t been able to resolve your claim with them.

 

1. I have cancelled my holiday/flight/event.

If you have already cancelled a holiday/flight/event as a result of Covid-19, you should refer to the Terms & Conditions of your booking, speak to the travel provider, airline or event organiser and contact your Travel Insurance Provider.

 

If the Terms & Conditions state that the booking is non-refundable for example, then Vanquis are unable to help.

 

If the Terms & Conditions state that you may be entitled to a refund or partial refund in certain situations and the you haven’t received this following contact with the merchant , then we may be able to help and you should contact us on 0330 099 3000 to raise a new claim.

 

2. I am uncertain about future travel or event arrangements.

If you are looking to cancel a future holiday/flight/event then you must contact the travel provider, airline or event organiser to discuss the matter and refer to the company’s Terms and Conditions.

 

3. The merchant has cancelled my holiday/flight/event

If the merchant has cancelled the service as a result of Covid-19, you should in the first instance:

  1. Contact your travel provider, airline or event organiser to get the most up to date information and try and resolve the matter. The travel provider, airline or event organiser should provide you with a refund or may offer an alternative such as a credit voucher or an alternative booking.
  2. Contact your travel insurance, they may be able to help if the merchant is refusing to refund or offering you a reasonable resolution.

If you have attempted to resolve the dispute with the merchant and this has been unsuccessful, and the cancellation isn’t covered by your travel insurance then we may be able to help and you should contact us on 0330 099 3000 to raise a new claim. HOWEVER, you will be required to provide proof or evidence of your attempt to resolve with the merchant and that your attempts have been unsuccessful.

 

4. I have been offered a credit voucher or the option to rebook, but I would like a refund instead.

If you have been offered a credit voucher or the option to re book by the merchant as a remedy for your cancelled booking, but instead of this you would rather have a refund, you should contact the merchant and confirm this to them. If they refuse a refund and you have proof or evidence to show this, then we may be able to help and you should contact us on 0330 099 3000 to raise a new claim.

 

5. I have accepted a credit voucher or re booked, but I have changed my mind and would now like a refund.

If you have accepted a credit voucher from the merchant or re booked your trip or event for a later date but you have since changed your mind and now would like a refund, you should contact the merchant. If the credit voucher or option to re book has been accepted by you this may settle your claim with the merchant and you may only have a claim if something goes wrong with the replacement arrangements.

 

6. I have accepted a credit voucher or re booked, but the company has since gone into administration.

If you originally accepted a credit voucher or rebooked your trip or event and the company has since gone into administration before you can use the credit voucher or utilise the rebooked service, then we may be able to help and you should contact us on 0330 099 3000 to raise a new claim.

 

7. You have been offered a refund from the merchant, but the time advised by the merchant to process the refund exceeds 15 days.

If you have been advised by the merchant they will process a refund but the merchant has advised this will take time and the timeframe provided by them exceeds 15 days then we may be able to help and you should contact us on 0330 099 3000 to raise a new claim.

 

8. You booked a flight and hotel separately and the flight is cancelled but the hotel is still available.

In relation to the flight - See 3 above.

 

In relation to the hotel – if the hotel is still open for business and the service is therefore still available the hotel has not broken their contract with you, so a claim for the hotel cannot be made. The exception to this is if the hotels Terms and Conditions allow you to cancel and get some of your money back but the hotel hasn’t refunded the money it should have, then we may be able to help and you should contact us on 0330 099 3000 to raise a new claim.

 

Existing Claims

 

I have already raised a claim – when will I hear the outcome?

Due to the current Covid-19 pandemic we are seeing an increase in claims for cancelled travel and events and it’s taking longer than usual to assess and resolve these claims. If you have already raised a claim with us, please allow 30 days from the date you raised the claim for us to respond to you.

 

After you have raised your claim you may be required to send us further documentation/information to support your claim. If we do require further documentation/information we will contact you by text message to request this.

 

Once your claim has been resolved we will contact you in writing to confirm the outcome of your claim.

*Lines are open 9am - 5pm Monday to Friday, closed on Saturday and Sunday. Calls to 01 and 03 numbers from UK landlines and mobiles are normally included in free plan minutes if available; otherwise calls to 03 numbers cost the same as calls to 01/02 prefix numbers.