Vanquis walked away with two honours at last night’s Card and Payment Awards: Best Benefits or Loyalty Scheme and Best Customer Service.
PFG were also shortlisted for the Changing Lives in the Community Award.
Vanquis were up against competition for each award from major players across the industry including Capital One UK, Lloyds Banking Group, American Express and NatWest.
Managing Director, Cards, Fiona Anderson said, “What an amazing night for our business. These are hugely prestigious awards, and we should all be proud of our accomplishments. Both awards highlight our commitment to putting people on a path to a better everyday life. We’ve come a long way in the last year and made real change across our business. It’s testament to not only the hard work of the Cards team but also our colleagues throughout the Group’s shared services. We’ve all played a role in making this happen. Well done, everyone.”
The Card and Payment Awards recognise excellence and innovation across the industry. Awards are judged by an independent panel of industry experts and the event is attended by 1,000 guests from over 300 different companies.
Chief Operations Officer Ian Fielder said, “I couldn’t be prouder of us winning both awards, but I’m particularly pleased that we’ve taken home the award for best customer service. The fact that independent judges think we’re delivering better service than some other major businesses in our industry shouldn’t be underestimated. We all play a role in making sure customers have a great experience with us. However, I’d like to praise the contribution of our customer-facing colleagues who talk to our customers every day. They are the people responsible for making a great first impression and looking after customers on a daily basis. It can be a challenging role, especially if customers need additional support, and they do an incredible job.”
Best Customer Service
We won the award for Best Customer Service in recognition of our Vanquis Bank Service Excellence programme, which focuses on improving convenience, responsiveness, and the overall quality of customer service and experience, particularly across human interactions. As a result, we achieved Customer Satisfaction and Effort results that outperform both industry and all-sector averages (as measured by the Institute of Customer Service (ICS), alongside improving support for our most vulnerable customers.
Best Benefits or Loyalty Scheme
Our award for Best Benefits or Loyalty Scheme was in recognition of our how we support our customers through their journey to better credit, which is core to our Purpose. Our nomination highlighted our loyalty upgrade programme, which rewarded almost 200,000 long-standing customers with a significantly lower interest rate for purchases, cash and balance transfers, taking them to a competitive rate of just 19.9% APR (vs our usual rate of 39.9%).