Managing your Credit Card

 

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

Vanquis Credit Cards Guidance

If you are experiencing financial difficulty because of coronavirus e.g. your workplace has been shut, your hours have been reduced, or you cannot work, we know you may be worried about how you’re going to cope financially.

 

Please get in touch as soon as possible. We have a dedicated team that will be sensitive to your individual circumstances and will be able to provide you with the appropriate support and assistance.

 

How to contact us

 

CALL: 0330 099 3000*

 

As most of our colleagues are working from home, we have fewer people available to take your call. However, our contact telephone number is free to call from both landlines and mobiles, so whilst it may take a little longer to get through to us, you can rest assured you are not being charged for the call.

 

Click here for our current opening hours.

Vanquis Payment Freeze

If you’ve not had a payment freeze with us already, the deadline to apply has now passed. However, if you’re in need of support we have a range of options to support you – please get in touch as soon as possible to discuss these.

 

If you are already opted-in to Repayment Option Plan you may be able to activate the Account Freeze feature of the Plan. Click here to find out if you may be eligible. (Please note, if you are not already opted-in to Repayment Option Plan, we are currently unable to opt you in.)

My Payment Freeze is coming to an end, what happens now?

We’ll be in touch again before your payment freeze ends to remind you that you’ll need to make your normal contractual monthly payments again.

 

After the payment freeze, you’ll need to make your monthly payments again in the normal way. Your minimum payment and the total amount you owe will go up. This is because interest is still charged throughout the payment freeze.

 

IMPORTANT

 

Your automatic payment method (such as a Direct Debit or Continuous Payment Authority (CPA)) may have been cancelled when you applied for a payment freeze. If so, we will have advised you of this in your confirmation letter.

 

You can set up an automatic payment method in the Vanquis App or by calling 0330 099 3000*

We're here to help

If you have previously had a payment freeze and this is coming to an end or has already ended, and you still need further assistance please contact us.

 

You can also find helpful information on the FCA ‘Dealing with financial difficulties during the coronavirus pandemic’.

Managing your account if you’re impacted by coronavirus

You can use our Vanquis App to manage your credit card account without leaving home, download the App here: Vanquis Bank App

 

There is a risk that payments sent by cheque or post may take longer than usual to be processed.

 

For this reason, when you make your monthly payments to your account, we recommend using one of the following:

  1. Vanquis App
  2. Vanquis Online Banking
  3. Or your bank's internet banking or telephone banking services.

To pay using your bank's internet or telephone banking, you'll need the following:

  • Sort code: 60-95-94
  • Account number: 0000 0001
  • Your 16 digit Vanquis credit card number starting with 4023 as the payment reference

 

*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.

 

 

Covid-19 Cards FAQs

Will a payment freeze impact my credit score?

The payment freeze won‘t be reported to credit reference agencies. However, lenders may take into account other information on your credit file when making future lending decisions including, for example, information provided on credit applications or bank account information.

Will I still receive my monthly statement?

Yes, we will continue to send you monthly statements. These may show a minimum payment amount, but you do not need to make this payment while the payment freeze is active.

I have an automatic method of payment set up, do I have to do anything?

If you have an automatic payment set up such as a Direct Debit, Continuous Payment Authority (CPA) or Standing Order here is what to do:

  • Direct Debit:If you pay by Direct Debit and have a payment due within 4 working days of the payment freeze being set up, we are unable to stop the payment from taking. You will need to cancel the Direct Debit with your bank. Otherwise, during the payment freeze your Direct Debit wont be taken, we'll take care of this.
  • CPA: If you pay by CPA, we’ll cancel this for you, you don’t need to do anything.
  • Standing Order:If you pay by Standing Order, you will need to contact your bank to cancel your payments.

Will my minimum payment increase after the payment freeze period?

After the payment freeze, you’ll need to make your monthly payments again in the normal way. Your minimum payment and the total amount you owe will go up. This is because interest is still charged throughout the payment freeze.

How will I know when the payment freeze period is coming to an end?

We’ll be in touch again before your payment freeze ends to remind you that you’ll need to make your normal contractual monthly payments again.

What happens if I still can’t make my payments after the payment freeze period has ended?

If your circumstances change during the payment freeze period and you’re worried about being able to start making at least your minimum monthly payment again, please contact us to see what options we have available to support you.

 

If you are still experiencing financial difficulty at the end of the payment freeze then there are other options we can look into to provide you further support. Vanquis can offer additional arrangements to help support the management of your account but this will be reflected on your credit file. Please contact us to see what options we have available to you.

I’ve not had a Payment Freeze before – how do I apply?

Unfortunately, the deadline to apply for a payment freeze expired on March 31st 2021. However, if you’re having difficulty with your repayments, we have a range of alternative options to support you – please get in touch as soon as possible to discuss.

I’ve already had a Payment Freeze, but I still need further support – what are my options?

If you’re unable to resume your normal monthly repayments after your payment freeze completes, we have a range of options to support you. You may be eligible to extend your freeze up to a total six months – however, we need to speak to you first to understand your circumstances and offer you the best solution. Please note that payment freezes cannot be extended beyond July 31st 2021.