We provide our customers with opportunities to borrow an affordable amount in a transparent, responsible, and sustainable way.
We’re a specialist lender serving the one in five UK consumers let down or turned away by mainstream banks and loan companies. We understand that people find themselves in the non-standard market for a number of reasons:
- Life events, such as job losses or divorce
- New to credit so little or no credit history
- Looking to build or rebuild their credit rating
- Managing everyday life on low, average or irregular incomes with little or no savings
- Variable incomes, such as being self-employed or having several part-time jobs
- Value a more tailored product and service
In many cases, while our customers may be salaried and earning average incomes, our customers have individual circumstances that either aren’t compatible with mainstream lending or they require a more tailored and sustainable approach to credit.
In addition, our customers sit across a broad range of risk profiles. It is therefore important that a range of price points can be offered, thus increasing financial inclusion.
Finally, our customers’ needs and circumstances are often more fluid than those of consumers served by mainstream providers, requiring us to provide a more flexible approach. These circumstances can also change over time, which means we need to be flexible if and when customers find themselves unable to afford their payments. As a group of responsible lenders, we offer tailored forbearance, which means we do our best to work with customers, arrange repayment schedules that work for them and avoid unnecessary penalties.
Vanquis has been great. It was a really easy process to follow to get the card, a decent interest rate for me, and I've never had any issues.
Moneybarn were just brilliant from the off. They put us at ease, they told us how much we’d be paying out in total. They were very thorough in their approach to make sure everything was affordable for us.
I came to get a Vanquis loan because my husband has got a Vanquis credit card, so we knew the brand, we know the company and we needed a bit extra to help us get some necessary plastering done on our house.
Supporting customers in vulnerable situations
As we understand that our customers circumstances can change, we make sure our call centre colleagues are trained in recognising signs that might indicate a customer could be ‘vulnerable’ or may be facing financial difficulty. This could be short or long term challenges they’re facing.
We continue to run a programme of work with the charity Surviving Economic Abuse to deliver training to frontline colleagues to build their capacity to recognise the signs of economic abuse.
Alongside equipping colleagues with the right skills to assist our customers, we have a long history of supporting a wide range of organisations in the money advice sector. Working with these organisations allows our customers to seek free or low-cost independent financial advice and support if they are facing financial hardship.
Maintaining customer satisfaction rates
One of the key performance indicators we track to determine whether we are providing our customers with products, services and partnerships that meet their particular needs is customer satisfaction.
Measuring this year on year also gives us some insight into where we can make improvements to our offerings so that we can continually meet or surpass customers’ expectations.
Here you'll find these rates for the year ending 31 December 2022: