Row 1
What does FOS stand for and what do they do?
Financial Ombudsman Service.
They investigate complaints impartially and fairly
When can a customer take their complaint to the FCA?
The customer can refer their complaint to the FOS after 56 days if they are unhappy with our resolution, not the FCA
By which day do we send the customer an LOA?
By day 5
Name the four drivers of Vulnerability
Life Events
Capabilities
Health
Resilience
Who investigates the complaint when the customer takes it to FOS?
The Adjudicator will investigate the complaint and if the customer or bank is unhappy with the resolution it gets escalated to the Ombudsman
What is a PSR Complaint?
A complaint relating the movement of monies (Same as PSD2)
What is a money transfer?
The transfer of funds from the customers Vanquis Card to their personal debit account
What is the charge for withdrawing cash using your Vanquis Card?
3 pound/3% whichever is greater
Name 3 Reasonable adjustments
Large Print statements/Audio Statements/Braille Statements/Color overlays
Name 2 DCA's
Moorcroft, Lowell, Cabot, Arrow Global
Name 1 DMA
Stepchange
What does the E in TEXAS stand for?
Explain how the information they've provided will be used
What does SRC stand for and when do we send this?
Summary Resolution Communication, if we are able to resolve the complaint within 3 days of receiving it
Name all the different letters the complaints department will send the customer
SRC
LOA
4 week holding letter
FRL
8 Week holding letter
what is material inconvenience and give an example?
this is when Vanquis has caused the customer distress in the sense of wasting their time
example- we keep the customer on long holds when the customer has advised they are in a hurry
what is material distress and give an example?
this is when Vanquis has caused the customer stress/embarressment
example- a customer has asked us to send their statements to their email and we dont action this and still send it via post and their partner (who doesnt know they have a vanquis account) finds this
what does the customer have to do to avoid being charged interest on purchases?
the customer has to clear their statement balance by the payment due date
why do we educate customers on keeping ten percent of their credit limit in their account?
so that when the statement is generated and interest is applied, the customer doesn't go over their limit
what team deals with feedback from customers?
RCA team (Route Cause Analysis)
Name 8 Natures of complaints
Credit file
interest
fees & charges
staff attitude
incorrect information given
debt sale
notice of variation
number of calls
(list is not exhaustive)
what is the 3 year and 6 year rule?
3 year rule- the customer ought to have been aware that there was cause for a complaint e.g. the customer has recieved statements from us in the last 3 years
6 year rule- the customer is complaining about an event that happened more than 6 years ago
8 rules the customer has under GDPR
Right to Access
Right to Object
Right to be forgotten
Right to Data Portability
Right to restrict processing
Rights related to individual automated decision making
right to rectification
right to be informed
Name 4 Non Complaints
IVA requests
CMC's
Reasonable adjustments
Department queries
Do Not Promote (DNP)
what tool is used to confirm the customers bank details?
what is OOJ and explanation
Out of Jurisdiction, means the complaint doesnt meet the 3 year and 6 year rule, and that we wont investigate further and FOS will also not accept the complaint