Credit Card Help - FAQs

 

All your questions answered.

 

Vanquis Progress credit card FAQs - Vanquis


Borrowing with a Credit Card

Is a credit card suitable for me?

A credit card gives you the flexibility to make repayments to suit your monthly expenditure. In a month when money may be short and you need to meet other expenses, for example, an unexpected bill, you could pay the minimum payment on your card for the following month.

 

Before you make purchases on a credit card, always think about whether you can afford at least the minimum payment. We would recommend that you can afford more than the minimum payment. If you can only make the minimum payment each month, you should think about whether a credit card is really suitable for you.

 

A credit card is not suitable for long term borrowing or financing existing debt. If you are looking to purchase a large item and repay over a longer period of time a personal loan may be more suitable.

 

A credit card has facilities that make it more flexible than cash and cheques when making purchases. It is a safer way to purchase goods than carrying cash. In today’s world it is almost a necessity to be able to purchase goods online to get the best deals and more conveniently shop around. When travelling, hotels and car hire companies require you have a card to secure a deposit. If you require cash, it is more expensive to take cash out on your credit card and in particular if you use your card abroad, rather than using travellers cheques.

What does a credit card do?

You can use your card anywhere to purchase goods or services whether on the high street or online in the UK or anywhere in the World, wherever the Visa symbol is displayed. You can also use your card in an ATM to take out cash either in the UK or abroad. A credit card allows you to purchase goods or services immediately, provided that you have enough available credit on your card for the purchase. You will receive statements showing your transactions, fees, charges and any payments. You will have to pay at least the minimum payment by the date which will be shown on your statement.

How long do I have access to the credit?

Provided you meet at least the minimum payment on time each month, and stay within your credit limit, you will have continued access to the credit we provide to you.

 

We will always reserve the right to decrease your credit limit dependent upon how you use your card and your financial circumstances, including any other credit facilities you may have with other lenders.

 

We also reserve the right to close your account and if we do this we will always give you at least two months’ written notice. Please refer to the terms and conditions of your account for further information on when or why this might happen.

How much will you lend to me?

When opening your account, credit limits start at £150 and will be no more than £1,000, depending on your credit history, financial circumstances and how you are managing your current credit facilities with other lenders.

 

Shortly after opening your account, we will write to tell you what your credit limit is. Depending on how you manage your account and credit with other lenders, this amount may change, and we will tell you if it does.

Why do you have more than one interest rate on my account?

We have two rates which apply to your account; one for purchases and one for cash advances and credit card cheques. We appreciate that you will normally only want to use your credit card for purchases and therefore, this is the lower (purchase) rate. Whilst, the card is not predominantly designed as a cash facility, we understand that from time to time you may need extra cash and this is charged at a cash rate which is higher than the rate for purchases.

How much will it cost me?

Cost of Borrowing Interest Explained - based on 34.5% APR for a purchase of £250.
To reduce the interest charged, we recommend you pay as much as you can, when you can and not just the minimum repayment. See the example below.
Illustrative example For a purchase of £250 on your credit card
Monthly Payment

Minimum Payment each month

Recommended Payment each month

£50 each month

Without taking into account any introductory rates, how much interest will you be charged in the first year?

£53

£52

£23

How much interest will you be charged in the second year?  

£4

£4

£0

How long would it take to clear the balance?

1 years, 5 months

1 years, 5 months

0 years, 7 months

The above example assumes the following: The transaction takes place on 1st January and you make no further transactions. Your statement is produced on the 1st of each month and you always make the payment each month on the 15th. Your statement is produced 31 days after you make the purchase.

 

If you can only make the minimum payment each month, it will take you longer and cost you more to clear your balance.

To reduce the amount of interest charged, we recommend you pay as much as you can, when you can and not just the minimum payment.

What is Repayment Option Plan?

Repayment Option Plan is an optional part of your account available for a monthly charge, with 5 features, designed to help you build or rebuild your credit. Click here to find out more.


Your application

I've been turned down before, will that affect your decision?

Not necessarily. Your credit history needn’t mean you get turned down. Applications are considered on merit and we’ll still consider you if you’ve been turned down in the past.

How can I apply?

Apply online by filling in our application form.

Will I be charged for applying for a Vanquis Progress credit card?

No, it costs nothing to apply, and if accepted there is no annual fee.

How long will it take to get a response?

If you apply online you should get a response within one minute. If we need to talk to you about your application, we’ll normally call you within 15 minutes of your application being submitted. If we can’t speak to you then, we’ll continue to call you over the next weeks.

 

If you reply by post to a direct mail application and we need to speak to you about your application, we will call you.

 

For most accepted customers, we’re able to tell you over the phone that you’ve been accepted. Normally all applicants will receive a decision within 28 days of submitting their application.

How do you work out my interest rate?

We use risk based pricing and when you apply to us we assess the information on your application form and any information we have on your credit history from credit reference agencies.

What happens if I'm accepted?

We’ll send you your card and Welcome pack to your home address. You’ll need to call us to activate your card.

What if I change my mind? Can I cancel my credit card and how long do I have to do that?

After applying and receiving your credit limit, if you change your mind, you have 15 days to withdraw from your credit card agreement with us and cancel the card. You can do this by phone or in writing. You will have to repay us any credit and interest outstanding on your balance within 30 days. Interest will be charged for each day between the credit being drawn down and repaid. At any time, you can ask to close your account. To do so you must repay us any credit, interest and unpaid fees and charges outstanding on your account.

 

Please refer to your terms and conditions for more information on how you do this.

How long will it take between applying for a Vanquis Progress credit card and receiving one?

It usually takes between 10-14 days from you submitting your application, but if we need to contact you for more information it could take longer. Your PIN (Personal Identification Number) will arrive separately in the post.

How do I find out why you turned me down for a card?

As a responsible lender, we take into account your financial circumstances to establish the appropriate level of credit to grant you. To help us do this, applications may be assessed using a process called credit scoring which assesses credit stability and ability to pay. Credit scoring produces consistent decisions and is designed to ensure all applicants are treated fairly.

 

If we have declined you, this is based on the information we have obtained and the way this information is used in our credit scoring system.

 

If you would like us to reconsider our decision, you can write to us at New Accounts Department, P.O. Box 399, Chatham, Kent, ME4 4WQ and provide us with any additional information that you consider relevant. You have the right under the Data Protection Act 1998 and Consumer Credit Act 1974 to see information held about you.


About Soft Credit Searches

What is a ‘soft credit search’?

A ‘soft credit search’ allows lenders to check your eligibility for credit without affecting your credit scores. Vanquis uses a ‘soft credit search’ along with its credit scoring methods to check your eligibility and tell you whether your application for a Vanquis Progress credit card would be successful before you apply.

If the soft credit search reveals that I can apply for a Vanquis Progress credit card, does that mean I will definitely be approved?

Once you submit the ‘soft credit search’ form we will carry out some necessary checks and give you a response in 60 seconds. There is a chance that we may not be able to open your credit account if (a) we are unable to successfully complete affordability, fraud and money laundering checks or our Welcome Call (this is the telephone call we need to make to you to complete the application process); (b) if you change any of your information provided to us; and (c) in some cases we may also require Direct Debit details. Also remember that credit is subject to: status; telephone contact; confirmation of name and address; not already holding a credit card issued by Vanquis Bank; no reasonable suspicion of fraud, and is only available to UK residents who are at least 18 years of age and are not legally restricted from obtaining credit e.g. because of bankruptcy.


Using your card

Where can I use my Vanquis Progress credit card?

Anywhere you see the Visa sign both in the UK and abroad and online.

How will I keep track of my spending?

We’ll send you a monthly statement listing the date and place of each purchase you’ve made, cash you’ve withdrawn, plus the payments we’ve received from you. And you can always phone Vanquis QuickCall on 01623 23 23 23 to check your account 24 hours a day, seven days a week. Please click here for opening hours and call charge information

What will my credit limit be?

When we review your application we’ll take into consideration your circumstances and provide you with a credit limit we think you can manage. If we set your limit higher than you would like we’ll lower it for you. Over time we will review your account, and may offer you a credit limit increase if your account is well managed.

Can I increase my credit limit?

As a responsible lender, Vanquis Bank will seek to provide you with a credit limit that reflects your needs and your ability to manage your account. To be considered for a credit limit increase, you should make use of your credit limit without going overlimit and make your payments on time. By using your credit limit and keeping your account in order, you demonstrate to us that you can manage your account well and can handle the monthly repayments.

 

Please also keep your other accounts such as credit cards, loans, catalogues, mobile phone and mortgages in order and don’t take on too much debt elsewhere. Please remember, meeting these criteria does not guarantee you a credit limit increase.

Can I withdraw cash on my Vanquis Progress credit card?

If you withdraw cash from a cash machine or financial institution displaying the Visa sign, or purchase currency and make cash related transactions (such as purchases of travellers cheques, money orders and money transfers, or gambling transactions), we will charge a Cash Transaction fee of 3% of the cash transaction amount or £3, whichever is the greater.

 

You may also be charged a Non-Sterling/Foreign Transaction fee for each cash transaction.

 

Please click here for charges for using your Vanquis credit card abroad ›

Can I use my Vanquis Progress credit card abroad?

Yes - You can use your Vanquis Progress credit card to make purchases in shops and restaurants and withdraw cash from cash machines and bank counters everywhere you see the Visa sign. Charges apply when you use your Visa credit card abroad. Please click here to find out more.

What are the charges for using my Vanquis Progress credit card abroad?

Making purchases abroad

 

When you use your Vanquis Progress credit card to make a non-sterling transaction we will charge a Non-Sterling/Foreign Transaction fee of 2.99% of the transaction.

 

Withdrawing cash abroad

 

If you withdraw cash from a cash machine or financial institution displaying the Visa sign, or purchases of currency and cash related transactions (such as purchases of travellers cheques, money orders and money transfers, or gambling transactions), we will charge a Cash Transaction fee of 3% of the cash transaction amount or £3, whichever is the greater. You will also be charged a Non-Sterling Transaction Fee for each cash transaction. Please click here to find out more ›

What are the Exchange Rates for using my Vanquis Progress credit card abroad?

All transactions made in a foreign currency (including cash withdrawals) are converted to Sterling using the Visa Payment Scheme Exchange Rate. Payment Scheme Exchange Rates are set by Visa and MasterCard. Exchange rates fluctuate every day. To see the up to date rates and to find out what the rate is on a certain day, visit www.visaeurope.com and click on the Cardholder section.


Contactless

What is Contactless?

Contactless is a fast, easy and secure way of making payments up to a maximum amount of £30.

 

Contactless cards are designed to make paying for everyday purchases quicker and easier. Over 435,000 retailers accept contactless payments in the UK so paying for coffee, lunch or travel is now faster and less hassle.

How does it work?

Wherever you see the contactless symbol just touch your card against the card reader until you hear a beep or the light turns green. The reader will confirm your transaction is complete.

Where can I use it?

Over 435,000 retailers accept contactless payments, including retail stores, food outlets and restaurants, wherever you see the contactless symbol. You can pay for travel on Transport for London buses, London Underground, London Trams, DLR, London Overground and some National Rail Services.

Can I use my new contactless card immediately?

With your new card you'll need to complete a Chip and PIN transaction before you can make a contactless payment. This is an extra security step to ensure your card is in your hands and not someone else's.

What are the benefits?

Contactless is a fast, easy and secure way to pay in seconds and saves you time.

 

There’s no need to carry cash around or enter your PIN - for extra security we may occasionally ask you to make a Chip & PIN transaction instead. This lets us verify you are the genuine card holder.

Is contactless secure?

Contactless payments are just as secure as Chip and PIN and you are covered against any fraud on your account as you are with Chip and PIN. For extra security you will occasionally be asked to enter your PIN or sign.

Do I have to pay with contactless?

No, it's completely up to you how you choose to pay. However, having a contactless Vanquis Progress credit card gives you an additional way to pay for items up to a maximum amount of £30 whenever you see the contactless symbol.

Is there a daily limit when using contactless?

There is no daily limit on contactless payments in the UK. However you must always have enough credit limit available on your card to cover the cost of your purchase and there is a limit of £30 per transaction.

If I have more than one contactless card will the wrong card be charged?

Your card needs to be in very close contact to the card reader for payment to be made so ensure you separate the card you want to make the payment with before touching the card reader.

Can I be charged twice if I have more than one contactless card?

You cannot pay for the same purchase on two cards. The card readers have been designed to reject the payment if more than one card comes into range.

Is it possible to pay by contactless by mistake?

Your card needs to be in very close contact to the card reader for payment to be made so there is no chance you can pay by mistake.

If my Vanquis Progress credit card is lost or stolen can it be used for contactless transactions?

If you lose your card or think it might have been stolen please contact us immediately on our Lost & Stolen Line 0800 783 9003

 

You are always covered by the same fraud protection and technology as when you use your PIN to make a payment, and for extra security you will occasionally be asked to enter your PIN instead of paying by contactless.


Paying your bills

How does the Vanquis Progress credit card help me build my credit rating?

To build your credit rating and be considered for credit limit increases, use your Vanquis Progress card sensibly, stay within your credit limit and pay your monthly minimum payment on time. Not doing so could harm your credit rating and ability to obtain credit. Please also keep your other accounts such as credit cards, loans, catalogues, mobile phone and mortgages in order and don't take on too much debt elsewhere. By using your credit limits and keeping your accounts in order, you demonstrate that you can manage your accounts well and can handle the monthly repayments. There are no guarantees, but if you follow these steps consistently every month, you should be on track to improving your credit history and building a strong credit rating.

How can I make a payment to my account?

You can make as many individual payments before your ‘Payment to Reach Us By’ date, so long as the total payments are at least equal to the Minimum Payment Due printed on your monthly statement. You can always pay more than the minimum amount, and remember the more you pay, the quicker your balance reduces and you’ll pay less interest.

 

Debit Card Payments

 

Debit Card payments received by Vanquis Bank before midnight will be applied to your account on the same day. However you need to allow 2 working days for your payment to appear on your account.

 

For each of these payment methods if you register your card before you make a payment it will be quicker the next time you want to use this service.

 

www.evanquis.co.uk

 

If you are registered, sign in to eVanquis online servicing at www.evanquis.co.uk, select ‘Make a payment by debit card’ and follow the instructions.

 

eVanquis Mobile App

 

Sign in to the eVanquis Mobile App. Select the ‘Make a Payment’ and follow the instructions on screen. You need to be registered for eVanquis online servicing to use the App.

 

www.payvanquis.co.uk

 

Please visit www.vanquis.co.uk. Click on the ‘Pay my card’ icon. You do not need to be registered for eVanquis to use this service.

 

Phone Vanquis on 0330 099 3000, you can make a one off payment with a Debit Card or set up a Direct Debit for regular payments or set up a Continuous Payment Authority (for more details see our response to ‘What is a Continuous Payment Authority and how do I set one up?’).Please click here for opening hours and call charge information.

 

Internet or Telephone Banking

 

Via your bank’s telephone or internet banking service, you can make a one off payment or set up a standing order. Simply quote the following details: (1) Our sort code: 60-95-94, (2) Our bank account number: 0000 0001 and (3) Your Vanquis 16 digit card account number.

 

Most banks offer the Faster Payments service. Payments made by this method and received by Vanquis before 5pm on a working day will be applied to your account on the same day. However you need to allow 2 working days for your payment to appear on your account. Payments received after 5pm will be applied to your account the next working day. Working days are Monday to Friday, excluding weekends and Bank Holidays

 

Over the Counter

 

Over the counter at your Bank or Post Office, using your pre-printed giro (found at the bottom of your monthly statement).

 

If you are paying by cheque or postal order make them payable to ‘Vanquis Bank’ followed by your 16 digit Vanquis Visa Card number. On the back, write your name and Vanquis Visa Card number.

 

Some banks or Post Offices charge a handling fee. Please check with the counter agent. Please allow 5 working days for your payment to reach your account via this method. Please note that payments made over the post office counter can, in some instances, take up to 20 working days to clear.

 

By Post

 

By posting a cheque or postal order, together with your pre-printed giro (found at the bottom of your monthly statement) in one of our pre-paid envelopes. Please make cheques payable to ‘Vanquis Bank’ followed by your 16 digit Vanquis Visa Card number. Write your name and Vanquis Visa Card account number on the back of the cheque or postal order. Please note, we normally recommend allowing 7 working days for your payment to reach your account via this method. PLEASE DO NOT SEND CASH OR POST-DATED CHEQUES AS THESE CANNOT BE ACCEPTED.

 

Please remember to always make your payments in good time to make sure they reach your account by the Due Date. We recommend you pay early to avoid possible late charges and maintain your credit record.

 

Direct Debit

 

You can set up a monthly Direct Debit for the minimum payment due, a fixed amount or the full outstanding balance. Call us on 0330 099 3000* to arrange. Direct Debit payments are claimed on your payment due date.

 

Important Information - DIRECT DEBIT PAYMENTS

 

As with all Direct Debit payments, we request your automatic payment 3 working days before it leaves your current account. Any additional payments you make in this period will have no effect on the amount we have already requested from your Bank.

 

Minimum or Fixed Payment amount Direct Debit

 

If you choose to make additional payments, your Direct Debit will still collect unless your statement balance is cleared in full.

 

Fixed amount Direct Debit

 

If you have a fixed amount Direct Debit it means you pay the same amount each month. However, if the fixed amount is not enough to cover your minimum payment we will take the outstanding minimum payment amount. If your statement balance is lower than your fixed amount we will only claim the balance on your statement to avoid your account going into credit.

What is a Continuous Payment Authority and how do I set one up?

A continuous payment authority, a ‘CPA’, is a form of regular payment, where you provide us with your current account details and authorise us to request payments from that account.

 

As part of the application process for the Vanquis Progress credit card, we may ask you to set up CPA on a payment account of yours (such as your current account). Should your application be successful, we will use the CPA to request payments from that account in respect of the repayments due each month on your Vanquis Bank Visa Card Account. You will be able to specify the amounts to be collected from your payment account along with the date those payments are to be collected (which should be the date by which your repayments should reach your Vanquis Bank Visa Card Account in each month). You can also set up a CPA at any time after your Vanquis Bank Visa Card Account is opened.

 

We will collect repayments of the specified amount using your CPA until you tell us to stop which you can do by calling or writing to us. You can also cancel your CPA by telling your payment account provider. If you cancel your CPA, you will still have to pay at least your minimum payment due by the payment due date. For details of other ways you can make payments on your Account can be found below.

 

If you have insufficient funds in your payment account and we are unable to collect the repayment under the CPA we will try to take it once more, on the next working day. If we are unable to collect a repayment under the CPA we will advise you of this.

When I make a payment what gets paid off first?

Where your repayment is not sufficient to pay off the whole of the balance outstanding on your Account, your repayment will be allocated first to reduce that part of your balance bearing the highest interest rate and then on in descending interest rate order.

What happens if I keep making the minimum payment and how long will it take me to pay off my debt?

Cost of Borrowing Interest Explained - based on 34.5% APR for a purchase of £250.
To reduce the interest charged, we recommend you pay as much as you can, when you can and not just the minimum repayment. See the example below.
Illustrative example For a purchase of £250 on your credit card
Monthly Payment

Minimum Payment each month

Recommended Payment each month

£50 each month

Without taking into account any introductory rates, how much interest will you be charged in the first year?

£53

£52

£23

How much interest will you be charged in the second year?  

£4

£4

£0

How long would it take to clear the balance?

1 years, 5 months

1 years, 5 months

0 years, 7 months

The above example assumes the following: The transaction takes place on 1st January and you make no further transactions. Your statement is produced on the 1st of each month and you always make the payment each month on the 15th. Your statement is produced 31 days after you make the purchase.

 

If you can only make the minimum payment each month, it will take you longer and cost you more to clear your balance.

 

To reduce the amount of interest charged, we recommend you pay as much as you can, when you can and not just the minimum payment.

How often do I have to make a payment and how will I know how much to pay?

We will send you a statement or notify you that your statement is available to view each month.

 

We will tell you on your statement the minimum amount you have to pay. You must pay at least the minimum amount each month by the due date on your statement.

 

If you can only make the minimum payment each month, it will take you longer and cost you more to clear your balance.

 

To reduce the amount of interest charged, we recommend you pay as much as you can, when you can and not just the minimum payment.

 

For ways to make additional payments through the month see our response to 'How can I make a payment to my account?'.

What happens if I don't pay?

If you are late with your minimum payment or fail to make your minimum payment, we will charge you a late payment charge of £12.

 

We will contact you to talk to you about your account and any impact this may have on future minimum payments. 

 

Missing payments could have severe consequences, such as total cost of your debt growing, fees being charges and your credit rating being adversely affected, making it more difficult to get credit in the future.

What should I do if I'm having trouble paying my bill?

We're always here to help you, and that includes any concerns you have about paying your bill. Call us on 0330 099 3002 and we''ll see what we can do to help. Please click here for opening hours and call charge information ›


Managing your account

Can I manage my account online?

Yes, you can now manage your account online via our secure online service called eVanquis. Once you have registered for this service, you will be able to view your account balance, access your statements and pay your credit card bill. Terms and conditions apply.

 

Once you have registered for eVanquis online servicing you can download the eVanquis App and start to manage your account on the go. Available on Apple and Android.

 

Download the eVanquis mobile app for iOS Download the eVanquis mobile app for Android

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

As a Vanquis Progress credit 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 ›

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?'.

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 ›

What if my balance gets too high?

It is important that you keep track of your spending on your Vanquis Progress 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.

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.

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.

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.

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.

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

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.

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.

Credit card cheques

We may offer you the opportunity to ask for Cheques for use on your account. Interest on Cheque Transactions is charged at the Cheque interest rate, which is higher than the interest rate chargeable for Purchase Transactions. Please refer to your terms and conditions for more information.

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.


Money worries and financial difficulties

What should I do if my personal situation has changed and I’m having difficulties making payments?

We're always here to help you, and that includes any concerns you have about paying your bill. Call us on 0330 099 3002 - you’ll speak to a specialist member of our team who will be sensitive to your individual circumstances and may be able to help you.

 

Please click here for Vanquis opening hours and call charge information.

 

You can always speak to these other independent organisations for free, confidential, and impartial advice:

 

StepChange Debt Charity - www.stepchange.org or phone 0800 138 1111
The National Debtline - www.nationaldebtline.org or phone 0808 808 4000
Money Advice Service - www.moneyadviceservice.org.uk or phone 0800 138 7777

 

If you’re facing problems that are making life difficult, such as a bereavement or divorce then you can also contact the Samaritans for support http://www.samaritans.org/

If I have a disability or medical condition that affects my ability to run the account, what can Vanquis Bank do to help me?

We are committed to providing an excellent service to our customers. If you are experiencing difficulties in managing your account due to a disability or medical condition we will be happy to advise you on the options available to meet your individual needs. Please call us on 0330 099 3101 for more information or simply write to our Customer Service address below and we will be happy to arrange this for you:

 

Customer Services
PO Box 399
Chatham
ME4 4WQ

 

Please click here for Vanquis opening hours and call charge information.


Support/feedback

I would like to talk to someone about the credit card before I apply - what number do I call on?

You can call Customer Services on 0330 099 3000 and they will do their best to answer any questions you may have. Please click here for opening hours and call charge information.

Who can I contact if I am having problems completing my online application?

You can call Customer Services on 0330 099 3000 and they will do their best to answer any questions you may have. Please click here for opening hours and call charge information.

Do I need any special software to use the site?

No, you should be able to view everything on our site without any problems.

My Internet Browser is not showing the site clearly, why is this?

This might be due to the browser that you are currently using, whilst building our website we’ve endeavoured to ensure it works with the latest versions of the most common browsers e.g. Chrome, Internet Explorer, Edge, Firefox, and Safari. If you do not have one of these internet browsers then you will not be able to access this service although the latest versions can easily be downloaded online.

Is the information I give you on this site secure?

Yes, we collect and store your data securely. On the application page you should see that the webpage address changes from http:// to https:// which indicates that the page is secure. In some browsers you will also see a padlock on the browser to indicate that the page is secure.

What should I do if I have a complaint?

You can call Customer Services on 0330 099 3000 and they will do their best to resolve your complaint. Please click here for opening hours and call charge information.

 

If you prefer to write to us please send your letter to Freepost RSBJ-HULA-XLGG, Vanquis Bank Limited, Customer Action Team, PO Box 399, Chatham, ME4 4WQ.

 

If we can’t resolve your complaint to your satisfaction, you can refer to the Financial Ombudsman at www.financial-ombudsman.org.uk.


Rate reductions with the Vanquis Progress Card

How do the Interest Rate reductions work?

Your Vanquis Progress card offers an interest rate reduction of 1% every three months if you follow some really simple steps:

- You need to use your card at least once a month, stay within your credit limit, make your payments on time and you must not incur any new CCJ’S or be declared bankrupt.

- To achieve your first 1% rate reduction on purchases (for example from 34.50% on purchases to 33.50% on purchases) you need to pay at least the Minimum Repayment due three times in 12 months.

- After this, to keep qualifying for further 1% interest rate reductions (down to 19.50% on purchases) you will need to pay at least the Recommended Payment amount three times in 12 months.

- This Recommended Payment amount may be slightly higher than your Minimum Repayment amount.

We will let you know how much the Recommended Payment is via an email or an SMS and the Minimum Payment will also be shown on your statement.

After three months, provided you have followed the steps outlined, we will send you a SMS message and an email letting you know that your interest rate has reduced.

Every month we will send you a SMS message and an email to let you know how much progress you are making towards your next interest rate reduction. After each three-month period, provided you have followed the steps outlined, we will send you a SMS message and an email, letting you know that we have reduced your interest rate by 1%. Please make sure you tell us if you change your mobile telephone number or email address so we can get these messages to you, without delay.

When will I get my first interest rate reduction?

In order to receive the first interest rate reduction (from 34.50% on purchases to 33.50% on purchases), you must pay the Minimum Repayment on three separate months within a 12 month period. Your first rate reduction will show on your next statement after your third month following the steps outlined in “How do the Interest Rate reductions work?”

In order to receive further interest rate reductions (from 33.50% on purchases to 32.50% on purchases and so on), you must pay the Recommended Payment amount in full and on time. Once you have reached the minimum purchase interest rate available on the Progress Credit Card of 19.50%, no further interest rate reductions shall apply.

What if I don’t pay the Recommended Repayment?

After the first three months, If you pay less than the Recommended Repayment one month, that month will not count as a qualifying month towards your Vanquis Progress Credit Card interest rate reduction. You’ll need to make three Recommended Repayments when due on your account (and follow the interest rate reduction qualification steps) to be eligible for an interest rate reduction of 1%.

What is a Recommended Repayment?

Credit cards are designed to provide you with short term flexibility, so the monthly Minimum Repayment due can be set at a manageable level.

We want to help you pay down the balance over time, so we reward you with an interest rate reduction when you manage your account well and pay down your balance by paying at least the Recommended Repayment every month.

What happens if I don’t pay the Minimum Repayment?

If you are late with your minimum payment or fail to make your minimum payment, we will charge you a late payment charge of £12.

We will contact you to talk to you about your account and any impact this may have on future minimum payments.

Missing payments could have severe consequences, such as total cost of your debt growing, fees being charges and your credit rating being adversely affected, making it more difficult to get credit in the future.

What happens if I am late with my repayment?

If you miss a payment due date for the first time in the last 12 months, we want to make it easy for you to get back on track – so if you are late with either of your Minimum Repayment or Recommended Payment, you can restart your journey to a lower interest rate in the next month in which you meet all of the product requirements.

If you miss a payment due date for the second time in the last 12 months, your interest rate will stay the same and you will no longer be eligible for the rate reduction programme until further notice.

What happens if I go over my credit limit?

If you go over your credit limit for the first time in the last 12 months, just as with missing a payment, we want to make it easy for you to get back on track. So if you do go over your credit limit, you’ll need to bring your balance within your limit as soon as possible.

Your rate will stay the same as it is this month, and you can continue your journey to a lower interest rate reduction of 1% every three months if you follow the really simple steps outlined in your welcome letter.

If you go over your credit limit for the second time in the last 12 months, your interest rate will stay the same as it is and you no longer will be eligible for the rate reduction programme until further notice.

What happens if I don’t use my Vanquis Progress Card in a month?

You need to use your Progress Credit Card, each month, in order to demonstrate that you can manage your Account well and to qualify for the Progress Credit Card interest rate reductions. There is no minimum transaction amount, however, and this can be for transactions as little as £0.01. If you don’t use your account in one month, then you’ll need to use your card and in the following month for that month to count as one of your three months of active use before your interest rate could be reduced.

What happens if I don’t use my Vanquis Progress Card for more than a month?

If you haven’t used your card for more than a month, your rate reduction progress will be temporarily paused until you start using your Vanquis Progress Credit Card again.

If you had made any progress towards your 3 qualifying months (e.g. two qualifying months) to receive a rate reduction, it will reset back to zero if you do not use your card for 12 months.

Remember, you need to use your card in order to demonstrate that you can manage your account well andto qualify for the Progress Credit Card rate reductions.

What happens if I don’t manage my other credit accounts well?

If you are a few days late with your repayments on other credit accounts or go over your other credit limits, it could affect the interest rate reductions on your Vanquis Progress card.

You will need to maintain any other lending or credit commitments you have in good order, i.e. not be in arrears with these, not have any new County Court judgments or become bankrupt.

Does a recurring transaction count as me using my card?

Yes. Any debit transaction billed to your Progress Credit Card account counts as usage.

What happens if I don’t get my SMS message or Email, how will I know what to pay?

We will always let you know how much you need to pay each month to qualify for rate reductions. For the first three months you only need to make the Minimum Repayment due which will be on your statement, eVanquis and the mobile app. Although we recommend that, in order to clear any balance and reduce the interest that you pay, that you pay more than the Minimum Repayment due.

Am I still eligible for credit limit increases?

Yes. As a responsible lender, Vanquis Bank will seek to provide you with a credit limit that reflects your needs and your ability to manage your account. To be considered for a credit limit increase, you should make use of your credit limit without going over limit and make your payments on time. By using your credit limit and keeping your account in order, you demonstrate to us that you can manage your account well and can handle the monthly repayments.

Please also keep your other accounts such as credit cards, loans, catalogues, mobile phone and mortgages in order and don’t take on too much debt elsewhere. Please remember, meeting these criteria does not guarantee you a credit limit increase.

Can I become eligible after being frozen from decreases if my account management improves?

As you no longer meet the product requirement, you will no longer be eligible for further rate reductions.