no reply from vanquis

[gillwall]

Hi L/B's
I need some advice please, here goes. I complained to vanquise on behalf of my hubby, he had a credit card with them in 2006 with PPI added although he was and still is self employed. We received a letter back in August 2011 suggesting they hope to reolve he matter within 56 days.
The 56 days passed no correspondance so i wrote to them (recorded delivery) asking why they had not contacted us, this was in december, yet still no reply, can anyone suggest my next steps.
Many thanks
gillwall.

[labman]

Re: no reply from vanquis

Did you enclose a consent form from your husband to allow you to act on his behalf. Vanquis would be in major breach of the DPA if they did not have his express written permission for them to discuss his account with someone else.

[gillwall]

Re: no reply from vanquis

Yes i did

[labman]

Re: no reply from vanquis

Given all they say in their Complaints Policy is to write to them or phone on an 0871 phone number which you have done, they state the next stage is the FSO. following their procedure, I guess this is where you now go.

If you have a complaint about a service provided by Vanquis, please write to Vanquis Visa Card, Customer Service, P.O. Box 399, CHATHAM ME4 4WQ or telephone us on 0871 770 5555. Lines are open between 8am and 8pm Monday to Friday and 9am to 5.30 pm on Saturday. Calls to this number will be charged at 7p per minute from a BT landline. Calls from mobiles and other networks may vary. Your complaint will be dealt with in accordance with our complaints procedure. Should you have a complaint that we are unable to resolve to your satisfaction you may refer it to the Financial Ombudsman at www.financial-ombudsman.org.uk, by letter to the Financial Services Ombudsman at South Quay Plaza, 183 Marsh Wall, London E14 9SR or by telephone on 0845 080 1800.

[di30]

Re: no reply from vanquis

Hi

I agree with Labman, you need to write back and tell them they have not correctly followed the timescales, and they have had more than ample time to deal with this matter.
And as Labman says make them aware you will be taking matters further ie: the Financial Ombudsman Service (FOS).

You could optionally speak to your local MP who may be willing to write on your behalf, it may shift them along a bit.


Good luck.

[gillwall]

Re: no reply from vanquis

Thankyou will follow your advice
Best wishes
gillwall