We aim to provide a very high standard of service to every customer. If you are unhappy, for any reason, with the service we provide to you and wish to make a formal complaint relating to anything concerning the credit broking aspect of our service (for example, the way in which we have marketed the thimbl. Credit Card or Loan), we would welcome your feedback and the opportunity to put things right. It is important to us that all complaints are resolved as quickly as possible and to the satisfaction of our customers.
Alternatively, if you have a complaint regarding a thimbl. product (ie anything relating to the servicing aspect of the product from the point you are re-directed to Vanquis Bank’s website onwards) you should contact Vanquis Bank. You can find contact details and information about how to complain about Vanquis Bank here: Contact Us - thimbl..
This guide explains how we will deal with any complaints we receive. It also tells you what you can do if your complaint is not resolved to your satisfaction.
If you have a complaint
If you have a complaint about any aspect of our credit broking service, then we would like to hear from you. You can contact us in writing at:
The Compliance Manager
Digitonomy Limited,
Steam Mill Business Centre,
Steam Mill Street,
Chester
Cheshire
CH3 5AN
Alternatively, you can get in touch using our online contact form.
It will help us to deal with your complaint quicker if you can provide the following information:
- Your full name, date of birth, and address along with a daytime contact telephone number.
- The email address and mobile number used on your application.
- The full details of your complaint.
- What you would like us to do to put things right; and
- Photocopies of any relevant paperwork, if applicable.
We will try to resolve your complaint within three business days of receipt. If this is achieved, we will write to you, by email or letter as appropriate, to confirm that your complaint has been resolved and to explain any next steps you might wish to take. If we are unable to resolve your complaint within this timeframe, we will acknowledge your complaint in writing within five working days and provide details of the person who will be dealing with your complaint.
We may ask you for further information to allow us to better understand your concerns. Once we have completed our investigation, we will tell you our findings and, if appropriate, how we will put things right.
If we are unable to send a final response to your complaint within four weeks, we will write to you explaining why we have not yet resolved the complaint and when we will contact you next. If your complaint is particularly complicated, we will keep you informed of the progress of our investigations.
If we are unable to provide a final response within eight weeks, we will confirm this in writing and provide a timeframe within which you can expect a final response. If, at this time, you are dissatisfied with the delay, you may refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service
If you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service; their contact details are below. You must do this within six months of our final response. When we send you our final response, we will also provide you with a link to the Financial Ombudsman Service's explanatory leaflet. Alternatively, you can obtain a copy by writing to:
Financial Ombudsman Service, Exchange Tower, London E14 9SR
www.financial-ombudsman.org.uk
Or by calling: 0800 023 4 567 - calls to this number are now free on mobile phones and landlines.
Or 0300 123 9 123 - calls are charged at the same rates as 01/02 numbers on mobile tariffs.
Or +44 20 7964 0500 if you are calling from outside the UK.
Or (18002) 020 7964 100 for calls using Relay UK.
* To build your credit rating and to be considered for credit limit increases, use your card sensibly, stay within your credit limit and pay at least your monthly minimum payment on time. Not doing so could harm your credit rating and make obtaining credit more difficult.
** Under section 75 of the consumer credit act 1974 credit card purchases over £100 are protected in some circumstances.
The thimbl. Credit Card is issued by Vanquis Bank Limited. Digitonomy Limited (trading as thimbl.) is a credit broker not a lender, and provides its services to Vanquis on an exclusive basis in respect of the thimbl. Credit Card. Digitonomy is paid commission from Vanquis for these services. If Vanquis are unable to provide you with one of these products, Digitonomy will try to find you an alternative product and will receive commission from the provider of that product if you enter into an agreement for it. Digitonomy's registered office is: Steam Mill Business Centre, Steam Mill Street, Chester, Cheshire, CH3 5AN. Registered in England and Wales, under company number 08385135. Digitonomy is authorised and regulated by the Financial Conduct Authority, and is entered on the Financial Services Register under reference number 690249. Licenced by the Information Commissioners Office, (registration number ZA007309).
Vanquis Bank can be contacted at its registered office, which is at No. 1 Godwin Street, Bradford, West Yorkshire BD1 2SU. Registered number 02558509 England. VAT number 180555952. Vanquis Bank Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register No. 221156).
All rates are variable after their applicable introductory period. If no introductory period applies the rate(s) is/are variable from the date of the agreement. All applicants must be aged 18 or over and resident in the UK. Credit is available subject to status and conditions.
