Vanquis Sucks Customer Reviews and Feedback
Vanquis Bank is a subsidiary of the Provident Financial Group. Established in 2007, it offers credit building credit cards under the VISA brand for UK residents with a limited or uneven credit history. It also offers a fixed rate bond service, launched in 2011.
An angry customer mentioned, "I took out a Vanquis Loan and made all my payments on time. I also made several additional payments so I was able to end my loan early in November 2019 - great news or so I thought. I had also paid too much and received a refund on what I had overpaid. I was therefore amazed when I noticed on my Experian Credit Report that I had made a late payment. I raised this with Vanquis, and the advice I was given was nonsense. I ended up making a complaint to Vanquis in December 2019, which they upheld in February 2020, reference Cat/00289166. To rectify the mistake, I was offered £50 compensation and that they would remove the incorrect entry from my credit report. I received the compensation, but to this day (August 2020) they have still not removed the incorrect entry on my Credit Report. I have raised a complaint with the FCA. Until this point in time, I had no problem with Vanquis. They had always been very helpful and knowledgeable. But this experience would make me suggest that if you are considering taking out a loan which you may end early through additional payments, just don't go there."
Former Employee - Manager says"Rudderless. Senior management is forever changing. IT and Tech is embarrassingly dated."
Former Employee - Customer Account Agent says"You’re left in the dark once you conclude your training and go live on the floor. No kind of progression whatsoever. Management is terrible; team leaders / floor managers will go out on multiple breaks throughout the day - leaving no one to ask for help - which makes it difficult and overwhelming for those on the floor who still need to gain authorisation during calls. Too much is expected from new employees once they go live. EVERYTHING is timed - even out of calls, which is incredibly stressful. If you spend “too much” time in ‘comfort break’ then your team leader is on your back. You are overworked and your efforts are under appreciated; especially if this is your first time in a role as such. The role itself is mentally draining and you finish the day feeling deflated. The hours are long and each day is the same; dull and repetitive. The 2/4 Saturday shifts are too much to ask for; employees are left with little to no social life / time for themselves. If you make a minor hiccup during the call then it is failed, and in turn this affects your monthly bonus. You are informed the monthly bonus can be as much as an additional £600 a month, however this is incredibly unrealistic to obtain. You receive a great amount of customer abuse each day. This isn’t down to the company, but it’s something you should be aware of if considering this role. You do not have a designated desk - so when you’re working the late shift, you arrive struggling to find a desk to work at. And to add to this, the floor I worked on was shockingly overcrowded. This is most likely a personal con, but this role and what was expected of me as an employee affected my anxiety immensely."
Former Employee - Customer Accounts Agent says"After your training you’re left on your own and the managers completely change their tone with you They make out you’ll get up to £600 extra a month in bonus but is extremely hard to even get under £200 Managers are so rude, make you feel like you’re wasting their time if you ask for help, always seem too busy for you until they want to moan at you about something No flexibility in the work, very repetitive Can’t build good work place relationships Expect you to do the jobs of other departments that earn a higher wage BECAUSE they’re in that other department Bring out new processes but are never fully clear with how it’s going to work or how you’re meant to do it, if you ask questions no one seems to have an exact answer"
Former Employee - Analyst says"There has been a few management structure in just a year, management is chaotic.’ The share price have been declined which has displayed a low confident level of the company as well as job security. I would not recommend anyone to stay more than one year, it is a place for people who struggle to look for a job or to start their career. Pay Rise happens every year but please expect the rate is extremely low!"
Former Employee - Customer Accounts Agent says"Thanks for your review. Sorry to hear you didn't seem to have the experience we want for our colleagues at Vanquis. We'd appreciate any more specific feedback you have. If you have further comments, please get in touch via email@example.com."
Former Employee - Customer Service says"Thanks for your feedback, I'm sorry to hear you didn't enjoy your time here."
Current Employee - Specialist says"We're sorry to hear that you feel this way. We're always looking into new initiatives to improve and enhance colleague experience, not hinder. We'd really appreciate some further feedback and would like to look into this further, so i'd encourage you to contact a member of the Employee Relations team."
Former Employee - Anonymous Employee says"Thanks for leaving your feedback, and sorry to hear your views on the leadership team. Having a strong management team is really important for us so if you have any more feedback on how we can improve then please get in touch at firstname.lastname@example.org. It's an exciting time here at the moment - our new Managing Director, Neil, joined us in April bringing great enthusiasm and ideas for moving the business forward and in May we launched our group Blueprint for success, including a new purpose, strategic drivers and the behaviours we will demonstrate in delivering our objectives."
Collections Agent (Former Employee) says"You have to be one of the gang members to get on. Bullies are welcome. Childish behaviour rewarded. Management regularly have relationships with their staffnonelong hours, no manager knows the word thank you"
Collections Agent (Former Employee) says"Management and team leaders are childish and only care about sitting on there own pod of desks gossiping about agents and sitting on there phones, whilst agents work 13/14 days straight with no day off - your also blackmailed to work 1 Sunday a month otherwise threats come out about it being scheduled into your rota. The place is a joke, hours are rubbish, training is rubbish, parking is rubbish. No social life and you feel like you live at the place , being spoken to poorly by customers and also management - stay away. All the job has caused is stress and depressionNothingParking, shifts, management and pay"
Customer Service Advisor (Former Employee) says"ridiculous expectations, constantly bringing in add ons to the job (like it ain't hard and inundated enough), quality team are bunch of nimrods that are never happy with what you do, they give you 18k because they make you work like a horse, worse customers on the earth and much more.Tea/coffeeshifts, job, some team leaders"
Agent (Former Employee) says"Expect to work long hours with short breaks, 9+ hours Monday to Friday and then sometimes the weekend as well. You go 14 days in a row once a month. £17,00 is the rough salary with a chance of getting a £600 bonus, which you will never get, unless your cheating or taking holiday for the last week of the month. Its all to do with stats and you are competing against people who have been there years and know all the tricks in the book, which makes it unfair and will never know what you are going to earn. There is no way out of weekends and feels like you live at the place. If you drive, don't bother even applying, you will not get a parking space unless you start at 8.00am and then you have to walk 15 minutes to get into work and then back again when your shift finishes. The job itself is soul destroying, you get call after call with no breaks in-between, sometimes 3 hours of constant calls, Management NEVER want to take a complaint and wait for you try and resolve with refunds or wait for the customer to hang up, no benefits at all anymore, there used to be loads but they have had major cut backs because provident are failing. Place is going downhill and I am glad I jumped ship before it happened, try a different bank as the one I work for now is 300 times better.A monthly wageParking, Rubbish bonus scheme."
Customer Service Advisor (Former Employee) says"Rubbish job rubbish management- you can hand your notice in and work half the month and get paid nothing for the days you worked. Better off getting sacked, they pay you that months wage and the following months too.NothingEverythingThank you for leaving us a review. We're really sorry you feel this way and we'd be interested in hearing more about why your experience at Vanquis wasn't a positive one. I would also be more than happy to help if you feel you have a pay discrepancy - email@example.com – L"
Customer Service Advisor (Current Employee) says"Horrid. A ton of pressure to perform well, the jobs boring, customers are often rude and the moneys poor for what you actually have to do. You can earn this wage in Tesco's, Asda's or McDonalds. Not a job you want to stick at, I am the only one of my starting group that has remained here and I don't really like it.Thank you for taking the time to leave us a review. We're sorry you're not enjoying your time at Vanquis and would really like to help. Please get in touch - firstname.lastname@example.org – L"
Acquisitions Agent (Former Employee) says"They could triple my salary and i would never go back, constantly sitting on desks and asking if you will do additional hours whilst on a call so you sound like an idiot on the phone.Thank you for taking the time to leave us a review. We're sorry you didn't enjoy your time with us. We’re always trying to improve so if you are happy to please pop us an email, we’d really like to hear more about your experience – Haveyoursay@vanquisbank.co.uk - L"
Customer Service Assistant (Former Employee) says"This company has no morals whatsoever. They charge there customers completely ridicules interest rates on their credit card services and treat there staff just as bad, making targets and bonuses almost impossible to achieve. Vanquis also exploit there staffs personal DPA by sending various Vanquis Promotional Products to their email addresses which is just plain wrong, they should be ashamed of themselves for doing this. Needless to say, staff turnover is high.Jobs easy to getEverything else, a horrible place to workThank you for your review. We’re sorry that you received our marketing material - we have procedures in place to stop this as we do not offer Vanquis employees the opportunity to use Vanquis credit services. In relation to our customers, our aim is to support them to build their credit score - we carefully consider a customer’s financial situation to determine the credit they can afford. It’s also really important to us that our customers are happy with the service we provide - 93% of our customers would recommend Vanquis to a friend and that’s something we’re really proud of. If there is anything you feel we could do to better assist our colleagues or customers please let us know – email@example.com - L"
Customer Service Assistant (Former Employee) says"Not good. Spent 4 weeks in training and the trainer was an absolute cow, the job was boring and the company was horrible to work for in general and most of my thoughts and feelings towards the place wouldn't be printable on here. Vanquis is the only job that I have walked out off and I would do it again.Where to start"
Customer Service Assistant (Former Employee) says"The companies motto is "lifes better when you love your job", well I worked here a few years ago and most of the people that I worked here with certainly didn't love it. The job was boring and I got no satisfaction or enjoyment out of it whatsoever, the wages wasn't that good and the company monitored everything that Customer Agents did like a Hawk and put targets in place that was impossible for staff to achieve. Also had to work weekends, certainly didn't enjoy that.A step towards something betterUnsociable hours, jobs not much fun, v"
Accounts Agent (Former Employee) says"I worked for this company a few years ago for a few months and Vanquis is the kind of job you do for a fast buck until something better comes along and nothing else. The jobs horrible, the working hours are rubbish, the wages aren't great and the company go out of there way to stop agents hitting their targets and achieving their bonus.Proves that your looking for work on your CVNot a nice place to work"
Customer Service Advisor (Current Employee) says"Started working at Vanquis Bank with 10 other Call Centre Agents a couple of months ago, a few months later I"m now the only one left. That tells you all that you need to you need to know about the job itself, about how Vanquis treat there employees and what there employees think about them. And at the start of the next month the exact same thing happens again, the working equivalent of a Royal Rumble.A stepping stone to something betterPretty much everything, just terrible"
Customer Service Advisor (Current Employee) says"Terrible. The jobs boring, the working environment is similar to being in a prison camp, the hours are unsociable and you work on weekends and bank holidays and I am the only remaining member of a large group who started at this company a few months ago which says a lot about what Vanquis is like as a company to work for. Worst job that I have ever done.NoneWhere to start"
Customer Service Agent (Current Employee) says"Vanquis is a rubbish, boring dead end job with very no decent qualities at all apart from a free lunch once a month. Its the only call centre that I have ever worked at that dies not allow employees to have a cup of tea/coffee whilst working on their computers. Work is hard, the wages are REALLY poor for what you have to do and the bonus and targets are impossible to achieve. I am the only employee left who started in my group of 12 in 2015 and I want out of this hellhole ASAP.Free lunch, onsite gym.Boring job, treated like slaves, staff turnovers really high."
Customer Accounts Advisor (Current Employee) says"Vanquis like to pride themselves as a company who provide there customers with a fantastic customer journey, employ agents who love their job and are a company who can offer its employees fantastic career prospects and opportunities. The truth of the matter however is that Vanquis is a come and go job for a cowboy company who charge there customers extortionate interest rates despite knowing that their customers are already experiencing financial difficulties. Nobody really likes working here, people are either indifferent to the job or they dislike it and the average lifespan for a call centre agent at Vanquis is 3-6 months which shows that Vanquis is not a good company to work for. I hope to find another job SOON.Looks good on your CVThe jobs terrible, the company are cowboys"
Customer Service Advisor (Former Employee) says"The trainer was a complete b****, the job as much fun as toothache and the company has a higher turnover of staff than a zero hour contract job agency. Rant over."
Customer Service Agent (Former Employee) says"If you enjoy being spoke to like dirt, being talked down too,working for morons and taking to idiots about unfair charges to their Vanquis Account then this is the job for you. If not get a better job like cleaning toilets with your teeth."
Customer Service Agent (Current Employee) says"I live in Bradford and heard all the horror stories about this company and how horrible they are to work for, how badly they speak to there staff, how the job is like being in a Prison Camp and didn"t believe them...until now. The horror stories are true, terrible place. Avoid at all costs."
Customer Service Advisor (Former Employee) says"Horrible job. Started with a group of 12 people and after a few months most of them had left.The trainers talked down their noses to people and was often condescending,as did the team leaders. Job was dull, spent your days having people phoning up and whining about unexpected charges to their accounts which Vanquish didn't make clear once signing up for credit, can think of more enjoyable ways to spend a weekend. Vanquish charges are also ridicules and they also bombard staff with junk emails trying to get staff to sign up to a Vanquish Credit Card once they are employed.Free luch once a monthRubbish job, horrible hours"
Customer Service Advisor (Former Employee) says"Did 6 weeks training and the training lady talked down to people in a very condescending manner, after the training we got onto the phones and spent our days speaking to people who couldn't speak English and had to come to Vanquish for credit because they had been turned down for credit elsewhere. Most people don't stay here for longer than 6 months.Nice workmatesBoring job, condescending training lady"
Deborah says"Shame I have to give any stars at all as the service is shocking. Always paid up my card every month early and they were trying to get me to make additional payments not due until the next month when I had already made them. Contradicted themselves through text, I have proof!! Asked for a Manager to call me but no resolution. Would definitely not recommend using them!!"
Azana says"If I could give them zero stars I would it all started out great after just 3 months they increased my credit and all was great but now it's terrible I payed more than the minimum payment in fact I paid more and filled the card plus £67 and when I tried to use for my criticality ill one year old sons treatment abroad the account was blocked although they knew the health problems of my son and the importance of the treatment and when I told them about the appointment he had and the fact I had paid £150 as a deposit for the appointment they did absolutely nothing to help and when I asked why it was blocked and when it will be unblocked they just said we don't know update : i got no response when i emailed them but when i wrote this review i got an immediate reply so i called again today to ask what's happening and still no answer and I sent my details to the email they asked me too in their reply to this review and still haven't received a response although they are aware my 1 year old son needs emergency medical treatment that i need to pay for with the funds available on my card but that's clearly not classed as priority to them:update I've just called again and spoke to a lady called Chelsea and she was the nicest person I have ever spoken to in my life she tried her hardest to sort this problem out for me although it's out of her hands but she did what she could to sort it she was so kind and friendly and sympathetic to my problems and if I could I would give her a billion stars and vanquis should make her the manager of customer service words cannot explain how fantastic she was"
Eddie Eardley says"Ive not been able to use my card as I needed to send in documents with my id and salary etc I've sent it in weeks ago and phoned in and why I phone its like they can't be botherd and say phone back"
Harry Drinkwater says"AVOID. Changed address so they suspended my account and requested proof of ID. Rang up asking what address to send it to and got told to send it VIA email which i did. Rang up again few days later asking if they've received it yet only to be told it's not acceptable it needs to be sent via post as it can't be a copy. After doing that I call up again asking if they've received that yet and read out the address i got told to send to on the phone only to be told wrong address!! Ending up sending 2 letters with all personal information and got account cancelled. Have ignored all my emails unprofessional"
In The News
Your Money reports"Savings rate war: Top one-year fix pays 1.6% despite record low interest rate - Your Money"
Fitch Ratings reports"Fitch Revises Provident's and IPF's Outlooks to Negative on Coronavirus Outbreak; Affirms IDRs"
Financial Times reports"Provident Financial warns on profit after rise in bad debt"
The Times reports"Canaccord's default position is bad for backers of doorstep lender Provident Financial"