Vanquis - Complaint, and nothing back from them

cmssbrie

Looking for advice on what to do next with regard to a complaint I have made to Vanquis asking them to remove AP / AR Markers from my credit file and mark the account as 'Default' instead.

This all started in February this year, when I sent a letter (one of the templates from the Barclaycard AR Removal thread on this board) to Vanquis. I didn't receive anything back at all from them, not even an acknowledgement, but because I didn't send it recorded delivery, I had no evidence that they had actually received it.

Anyway, half way through April, I thought I would try a different route, and emailed the Chief Exec of Prudential (of whom Vanquis are a subset), the aptly named Peter Crook. In my email, I went on to explain why I was contacting him, and also that I had written previously without a response.

Around a week later, I received a letter from Vanquis saying that they now had my complaint, and advised me that they had 56 days to respond.

Well, today is the 53rd day since the date I sent my email, and I am yet to receive anything further from them. I know they still have a couple of days to get back to me, but in case they don't, what should I do next? - Do I need to write to them again saying 'time is up, I assume you are going to change the AP / AR Markers as I requested', or should I go straight to the FOS?

A bit hesitant to go to the FOS due to the length of time it will take, but on the other hand, I don't want to 'remind' Vanquis that they still haven't got back to me - I may be being cynical, but I expect for them to lie to me if i do contact them again, and say 'well, we sent you a letter, its Royal Mails fault you didn't get it'

Any advice welcome!

[Deleted User]

Contact them after the 56 days and ask them for an update.

Monkeyballs

If they're not playing ball then I'd not chase again I'd just go straight to the FOS and explain that they have not responded within 8 weeks;

http://www.financial-ombudsman.org.uk/consumer/complaints.htm

MB

cmssbrie

Thanks guys - appreciated as always - I think I will jump to the FOS route to be honest - might not be a lot to them, but at least them it will incur them a cost!

Am just gobsmacked that they haven't come back to me (yet) - I guess it shows that they really don't take complaints seriously!

Monkeyballs

To be fair to them, when I entered into my DMP they were far and away the most accommodating of all of my creditors... Maybe they don't like you're aftershave

Good luck!

MB

liamvad

I owed a couple of creditors money after losing my job,Vanquis were the most nasty and kept harassing me,I have paid off all the others,but am paying Vanquis back slowly,its not a huge amount,but because of their nasty attitude,and uncaring attitude they can wait.Mostly foreign sounding people ringing me up and demanding money,and advising me to borrow from friends to pay them back.AVOID Vanquis at all costs.:(

happy_bunny_2

If you go to the FOS, they will tell them to respond to your complaint.

Ring them. They will likely do this much quicker than referring a rejected complaint.

HB

Thrugelmir

If you are paying under an AR you account will still indicate as such. Even if you have a default.