How we handle complaints
Hopefully, you’ll never need to make a complaint. But we appreciate things can go wrong sometimes.
Credit cards and loan complaints
If you’d like to make a complaint about your credit card or loan experience, please get in touch and we’ll look into it as soon as possible.
The best way to do this is through our online complaints form.
You can also write to us at:
Customer Care Team
Freepost RSBJ-HULA-XLGG
PO Box 399
Chatham, ME4 4WQ.
Savings complaints
If you’d like to make a complaint about your savings experience, please get in touch using these options:
The best way is to email us: [email protected]
Call us: 0191 505 0033*
Opening hours: 9am – 5pm Monday to Friday (excluding bank holiday)
You can also write to us at:
Vanquis Savings
Freepost RUGA-ZTJL-HBTJ
Po Box 967
Wallsend
NE28 5FD
What happens next?
When we receive your complaint, we’ll start looking into it. If we can’t resolve the issue within 5 working days, we’ll send you a confirmation letter to let you know we’re dealing with it. This will include your complaint reference number and our next steps.
We try to resolve complaints within 15 working days but in some cases, it can take up to 8 weeks. When we’ve done this, we’ll send you a ‘final response’ letter or email explaining our decision, what we’ve found and how you can take the complaint further.
if you feel we haven’t dealt with your complaint fairly, or we haven’t provided our final response within 8 weeks, you have the right to refer the complaint to the Financial Ombudsman Service (FOS). This is a free and independent service that helps settle disputes between customers and financial service providers.
Just so you know, you’ll need to refer your complaint to them within 6 months from the date of the final response letter. Or in cases where we haven’t reached a decision within 8 weeks, from the date of the letter we’d send explaining that.
Taking your complaints to the Financial Ombudsman Service
You can only refer your complaint if:
- You’ve received a final response from us and you don’t think we’ve dealt with the complaint fairly; or
- We’ve not sent you a final response within 8 weeks of our letter confirming we’ve received the complaint
How to contact them
Other helpful links:
- Financial Ombudsman Service website
- The Ombudsman’s consumer leaflet.
*Call charge information
Network charges may apply. 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. Calls to 0800 or 0808 numbers are free from mobiles and landlines. Find our opening times here.