Fraud – FAQs

 

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Fraud – FAQs


I think I have been a victim of fraud

What should I do if I think I have become a victim of fraud?

I have received a suspicious call, what should I do?

If you suspect the caller was pretending to be Vanquis, contact Vanquis customer services with the details and phone number you received the call from. If the caller was pretending to be from another organisation, contact the organisation and Action Fraud with the details.

I have received a suspicious text, what should I do?

If you suspect the text was pretending to be from Vanquis, contact customer services with the details and phone number you received the text from and, possible, send a screenshot of the text message to email.scams@vanquisbank.co.uk then delete it.

If the sender was pretending to be from another organisation, contact the organisation and Action Fraud with the details.

I have received a suspicious email, what should I do?

If the email was pretending to be from Vanquis, contact customer services with the details and email address you received the email from and froward the email to email.scams@vanquisbank.co.uk the delete it.

If the sender was pretending to be from another organisation, contact the organisation and Action Fraud with the details.

What should I do if I do not recognise a transaction on my statement?

How can I report my card as Lost or Stolen?

Contact the following number 0800 783 9003 or +44 161 444 4495 from abroad. Please click here for opening hours and call charge information.

Should I report fraud to the police?

Yes, if you believe you have been a victim of fraud then report it to Action Fraud.


Types of fraud

What is credit card fraud?

The details of your credit or debit card are stolen and the fraudster uses these details to make transactions or to sell them on to other criminals.

What is ticket fraud?

When buying tickets for events ensure you are buying from a genuine venue box office, promoter, official agent or reputable ticket exchange sites or you could run the risk of tickets not arriving or being fake.

What is shoulder surfing and how to protect yourself?

This is when a criminal looks over your shoulder when you are using an ATM with the aim being to gain your PIN. Once they know this they or someone else will divert your attention to gain your card. Ensure you cover your PIN when entering it at an ATM or other points of sale.

What is account takeover?

This is a type of fraud where somebody uses another person’s account information to obtain products and services using the genuine person’s existing accounts.


Security

How do I know the number calling me is genuine?

If you receive a call and you are not sure it is from Vanquis, contact the Customer Service team.

What is a One-Time Passcode (OTP)?

This is a one off passcode which a bank will send you for each transaction as a more secure way of transacting online or on your mobile device. Never share this one-time passcode with anyone.

How do I make a secure online password?

  • Do not use friend, family or pet names.
  • Use several unrelated words together.
  • Ensure your banking password is different to your social media passwords.
  • Use a combination of upper, lower and special case characters.
  • Do not use common passwords e.g. 123456, Password.

Do Vanquis contact customers by SMS?

Yes, Vanquis may contact you for a number of reasons including verifying a transaction or confirming personal detail changes.


Where to find further information

What is Take Five?

Take Five is a national awareness campaign led by FFA UK (part of UK Finance), backed by Her Majesty’s Government. To find out more visit their website.

Who are Cifas?

Cifas is an independent, not-for-profit organisation working to reduce fraud and related financial crime in the UK. Visit their website to find out more.

What is a credit reference agency?

A credit reference agency is an independent organisation that holds information like your credit applications, accounts and financial behaviour. The three main credit reference agencies are Experian, Equifax and Transunion (previously Call Credit).

How can I stop a company taking recurring payments?

If recurring payments are being taken on your Vanquis Card that you have not authorised then contact Customer Service team.

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