Credit Card Help - FAQs

 

All your questions answered.

 

Vanquis credit card FAQ's - Vanquis


Managing your account

Can I manage my account online?

Yes, you can manage your account online via Vanquis Online Banking. Here you will be able to view your account balance, access 12 months worth of statements history and pay your credit card bill. Terms and conditions apply.

 

You can also download the Vanquis Bank App for better banking on the move, available on Apple and Android.

 

 

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What should I do if I have any questions about my account?

As a Vanquis Card customer you have access 24 hours a day to Vanquis QuickCall for balance and credit limit information using Vanquis QuickCall on 01623 23 23 23, or if you prefer to speak to someone you can call Customer Services on 0330 099 3000. Please click here for opening hours and call charge information ›

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What's my right to withdraw?

Once you have applied and before acceptance of your application, you can withdraw it by sending WRITTEN notice to: Vanquis Card, Customer Services, P.O. Box 399, Chatham ME4 4WQ or by telephoning 0330 099 3000. Please click here for opening hours and call charge information. Once your application is accepted you will have a further short time to cancel the agreement. For more details see our response to 'What if I change my mind? Can I cancel my card and how long do I have to do that?'.

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Can I add an additional cardholder to my account?

Yes, you can apply to add an additional card holder if your account has been open for at least 6 months, you have a credit limit of at least £500 and your account has been well maintained. You will also need to have their consent to you giving us their details. You will be responsible for the card and how it's used, including all transactions. Please refer to your terms and conditions for more information.

 

If you would like to apply, please call Customer Services on a request an additional cardholder form. Once you have completed and returned the form, we will be able to confirm if your application has been successful. Please click here for opening hours and call charge information ›

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What if my balance gets too high?

It is important that you keep track of your spending on your Vanquis Visa credit card and allow for interest and any charges to be added to avoid going over your credit limit and incurring a £12 fee.

 

It is important that you contact us as soon as you find you may have difficulty meeting your minimum payment.

 

It is important to check your statement each month and ensure you can meet at least the minimum payment on your outstanding balance. Wherever possible you should try to pay more than the minimum payment.

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Why might my interest rates change?

When you borrow money on a credit card, the credit is ‘unsecured’ because it’s not linked to your property; and ‘open ended’ because the account is not set to last for a specific length of time. This means that we face more risk than other types of credit product, such as personal loans and mortgages. Also, your financial circumstances can change over time, which means there may be a higher risk that you will not be able to pay back the money you have borrowed.

 

Changing the interest rates allows us to respond to expected changes in: the economy; the cost of providing credit; and your financial circumstances.

 

If we didn’t adjust interest rates in this way, we might have to take your card away, or you may have to pay new charges.

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How often do you change my interest rate?

We will not increase your interest rates within the first year as a result of risk based re-pricing. This means your interest rates would only increase within the first year because of, for example, changes in the economy which lead to a change in the base lending rate.

 

If we do increase your interest rate we will not do so more than once every six months.

 

When we tell you about an increase in your interest rates, we will explain in clear language how it is changing, what it will cost and the options available to you.

 

If you ask, we will give you information on how and why we have changed your interest rate.

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Can I keep my interest rates on their current rates and pay off my debt to you?

If we do increase your interest rates we will write to you to tell you about an increase in your interest rates. If you are unhappy with the new interest rates, you must contact us within 60 days of the letter and inform us you do not accept your rate increase and wish to close your account. You will then be able to clear your outstanding balance at your current interest rates, after which your account will be closed. You will not be able to make further use of your account once you have told us you do not accept your rate increase and wish to close your account.

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How can I receive my statements in Large Print, Audio or Braille?

We’re happy to provide and send our communications in the format that works best for you. To have your statement sent to you in Large Print, Audio or Braille please contact Vanquis Bank Customer Service on 0330 099 3000 or if you'd prefer, simply request which option you desire by writing to our Customer Service address below and we will be happy to help you.

 

 

Customer Services
PO Box 399
Chatham
ME4 4WQ

 

 

There is no extra charge for receiving Large Print, Audio or Braille statements.

 

Please click here for opening hours and call charge information.

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What do I need to do following the death of an account holder?

We understand that the loss of someone close to you is an emotional time and can be overwhelming. Not only do you have to deal with your loss, but it’s difficult to know where to start when dealing with practical matters. Our Team at Vanquis Bank understands this and will guide & advise you on the next steps you will need to take. You can speak to one of our Account Managers by calling 0330 099 3000.

 

Please click here for opening hours and call charge information

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How can I get a PIN reminder or a new PIN?

You can order a PIN reminder for your own card or an additional card holder by using Vanquis QuickCall on 01623 23 23 23 Please click here for opening hours and call charge information.

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How do I report a lost, stolen or damaged card?

You can report a lost, stolen or damaged card by contacting Vanquis Customer Service on 0800 783 9003 or +44 161 444 4495 from abroad. Please click here for opening hours and call charge information.

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How do I query a transaction on my account?

Please contact Customer Service on 0330 099 3000 who will be happy to discuss your query. Please click here for opening hours and call charge information.

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Change my personal details ( Address, Phone, Email)

You can update all your contact information in the Vanquis App please visit the ‘More’ section in your app to change:

  • Home address
  • Phone Numbers
  • Email address

 

Download and register now on the App Store and Google Play Store

 

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How do I close my account?

We aim to ensure that your account meets your needs but in the rare case it hasn’t please contact us on 0330 099 3000 and we can discuss further.

 

Call charges may apply.

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Should I tell you about a temporary address change?

Yes, it is always best to tell us where you are living so we can keep you up to date. Even if it’s for a short period of time, please contact us on 0330 099 3000 where we can understand your request.

 

Call charges may apply.

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