We won't be able to give you any information about your account by email for security reasons, so please call us on:
0800 019 8239
8am - 8pm Monday to Thursday
8am - 6pm on Friday
8am - 2pm on Saturday
Calls to 0800 numbers are free from consumers mobiles and landlines.
Call cost information correct as at June 2018.
Write to us
If you'd prefer not to speak to us over the phone or if you need to send something into us then please send it to our customer service address below and we'll respond to you as quickly as possible.
Vanquis Bank, Mail Dept 06, PO Box 399, Chatham ME4 4WQ
Make a complaint
We're here to help
If you have a complaint about a service provided by Vanquis, please use the contact details below. Your complaint will be dealt with in accordance with our complaints procedure.
Customer Relations Team
PO Box 399, Chatham, ME4 4WQ
0330 099 3000
8am - 8pm Monday to Friday
9am - 5:30pm on Saturday
Financial Ombudsman Service (FOS)
Should you have a complaint that we are unable to resolve to your satisfaction you may refer it to the Financial Ombudsman using the contact details below. If you do not take up your complaint with us first, you will not be entitled to refer it to the Financial Ombudsman Service.
Financial Ombudsman Service
London E14 9SR
0800 023 4567
0300 123 9123
Who is Fresh Start?
Fresh Start was established in 2014 as part of Vanquis Bank. We pride ourselves as a debt purchaser who offers affordable and sustainable payment plans that support our customers on their journey to a debt free future.
How will Fresh Start work with me?
Every day we help our customers to repay their Fresh Start accounts, and our promise to you is:
- We will listen and treat you as an individual
- We will not add interest or admin charges
- We will work with you to find an affordable and sustainable payment solution
- We will update your credit file with accurate information
- We will signpost free advice if you require it
- You will control how you pay
Get in touch with our friendly Solution Specialists to talk through an affordable payment solution and start your journey towards being debt free with Fresh Start.
Do I have to contact Fresh Start to make a payment?
We always recommend talking to us so that we can ensure your payment plan is affordable. But you can follow this link to Pay Online. All you need is your account number and date of birth to access your account where you can pay and register a card to your account.
Why has Fresh Start contacted me?
If we have contacted you, don’t panic. This just means that we have purchased your debt and it is now owed to us. We are getting in touch with you so that we can talk you through your options and work with you to find an affordable and sustainable payment solution. Please call us on 0800 019 8239 so that we can help.
This is not my debt / I believe I have already paid this debt, what should I do?
If you believe that this isn’t your debt or that this debt has already been paid, then please contact us on 0800 019 8239 so that we can investigate your query.
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