Borrowing with a Credit Card

Is a credit card suitable for me?
What does a credit card do?
How long do I have access to the credit?
How much will you lend to me?
Why do you have more than one interest rate on my account?
How much will it cost me?
What is Repayment Option Plan?

Your Application

I've been turned down before, will that affect your decision?
How can I apply?
Will I be charged for applying for a Granite Credit Card?
How long will it take to get a decision?
How do you work out my interest rate?
What happens if I'm accepted?
What if I change my mind? Can I cancel my card and how long do I have to do that?
How long will it take between applying for a Granite Credit Card and receiving one?
How do I find out why you turned me down for a card?

Using your card

Where can I use my Granite Credit Card?
Can I use my Granite Visa Card abroad?
What are the charges for using my Granite Visa Card abroad?
What are the Exchange Rates for using my Granite Visa Card abroad?
How will I keep track of my spending?
What will my credit limit be?
Can I increase my credit limit?

Contactless

What is Contactless?
How does it work?
Where can I use it?
Can I use my new contactless card immediately?
What are the benefits?
Is contactless secure?
Do I have to pay with contactless?
Is there a daily limit when using contactless?
If I have more than one contactless card will the wrong card be charged?
Can I be charged twice if I have more than one contactless card?
Is it possible to pay by contactless by mistake?
If my Granite Credit Card is lost of stolen can it be used for contactless transactions?

Paying your bills

How does the Granite Credit Card help me build my credit rating?
How can I make a payment to my account?
What is a Continuous Payment Authority and how do I set one up?
When I make a payment what gets paid off first?
What happens if I keep making the minimum payment and how long will it take me to pay off my debt?
How often do I have to make a payment and how will I know how much to pay?
What happens if I don't pay?
What should I do if I'm having trouble paying my bill?

Managing your account

Can I manage my account online?
What should I do if I have any questions about my account?
What's my right to cancel?
Can I add an additional cardholder to my account?
What if my balance gets too high?
Why might my interest rate change?
How often do you change my interest rate?
Can I keep my interest rate on its current rate and pay off my debt to you?
Can my statement be sent to me in Large Print, Audio or Braille?
If I have a disability or medical condition that affects my ability to run the account, what can Vanquis Bank do to help me?
How can I get a PIN reminder or a new PIN?
How do I report a lost, stolen or damaged card?
Credit card cheques
How do I query a transaction on my account?

Support/feedback

I would like to talk to someone about the credit card before I apply – what number do I call on?
Do I need any special software to use the site?
Is the information I give you on this site secure?
What should I do if I have a complaint?

Borrowing with a Credit Card

Is a credit card suitable for me?

A credit card gives you the flexibility to make repayments to suit your monthly expenditure. In a month when money may be short and you need to meet other expenses, for example, an unexpected bill, you could pay the minimum payment on your card for the following month.

Before you make purchases on a credit card, always think about whether you can afford at least the minimum payment. We would recommend that you can afford, more than the minimum payment. If you can only make the minimum payment each month, you should think about whether a credit card is really suitable for you.

A credit card is not suitable for long term borrowing or financing existing debt. If you are looking to purchase a large item and repay over a longer period of time a personal loan may be more suitable.

A credit card has facilities that make it more flexible than cash and cheques when making purchases. It is a safer way to purchase goods than carrying cash. In today's world it is almost a necessity to be able to purchase goods online to get the best deals and more conveniently shop around. When travelling, hotels and car hire companies require you have a card to secure a deposit. If you require cash, it is more expensive to take cash on your credit card, in particular if you use your card abroad, than using travellers cheques.

What does a credit card do?

You can use your card anywhere to purchase goods or services whether on the high street or online in the UK or anywhere in the World, wherever the VISA symbol is displayed. You can also use your card in an ATM to take out cash either in the UK or abroad. A credit card allows you to purchase goods or services immediately, provided that you have enough available credit on your card for the purchase. You will receive statements showing your transactions, fees, charges and any payments. You will have to pay at least the minimum payment by the date which will be shown on your statement.

How long do I have access to the credit?

Provided you meet at least the minimum payment on time each month, and stay within your credit limit, you will have continued access to the credit we provide to you.

We will always reserve the right to decrease your credit limit dependent upon on how you use your card and your financial circumstances, including any other credit facilities you may have with other lenders.

We also reserve the right to close your account and if we do this we will always give you at least two months' written notice. Please refer to the terms and conditions of your account for further information on when or why this might happen.

How much will you lend to me?

When opening your account, credit limits start at £150 and will be no more than £1000 depending on your credit history, personal circumstances and how you are managing your current credit facilities with other lenders.

Shortly after opening your account, we will write to tell you what your credit limit is. Depending on how you manage your account and credit with other lenders, this amount may change, and we will tell you if it does.

Why do you have more than one interest rate on my account?

We have two rates which apply to your account; one for purchases and one for cash advances and credit card cheques. We appreciate that you will normally only want to use your credit card for purchases and therefore, this is the lower (purchase) rate. Whilst, the card is not predominantly designed as a cash facility, we understand that from time to time you may need extra cash and this is charged at a cash rate which is higher than the rate for purchases.

How much will it cost me?
Illustrative example
For a purchase of £250 on your credit card based on 34.9% APR
Monthly Payment
Minimum Payment each month
£50 each month
Without taking into account any introductory rates, how much interest will you be charged in the first year?
£68
£24
How much interest will you be charged in the second year?
£52
£0
How long would it take to clear the balance?
5 years 10 months
7 months

The above example assumes the following: The transaction takes place on 1st January and you make no further transactions. Your statement is produced on the 1st of each month and you always make the payment on the 15th. Your statement is produced 31 days after you make the purchase.

If you can only make the minimum payment each month, it will take you longer and cost you more to clear your balance.

To reduce the amount of interest charged, we recommend you pay as much as you can, when you can and not just the minimum repayment.

What is Repayment Option Plan?

Repayment Option Plan is not available to new customers at the moment. Existing customers can click here to see plan details.

Your application

I've been turned down for credit before, will that affect your decision?

Not necessarily. Your credit history needn't mean you get turned down. Applications are considered on merit and we'll still consider you if you've been turned down in the past.

How can I apply?

Apply online by filling in our application form.

Will I be charged for applying for a Granite Card?

No, it costs nothing to apply, and if accepted there is no annual fee.

How long will it take to get a response?

If you apply online you should get a response within one minute. If we need to talk to you about your application, we’ll normally call you within 15 minutes of your application being submitted. If we can’t speak to you then, we’ll continue to call you over the next weeks.

If you reply by post to a direct mail application and we need to speak to you about your application, we will call you.

For most accepted customers, we’re able to tell you over the phone that you’ve been accepted. Normally all applicants will receive a decision within 28 days of submitting their application.

How do you work out my interest rate?

We use risk based pricing and when you apply to us we assess the information on your application form and any information we have on your credit history from credit reference agencies.

What happens if I'm accepted?

We'll send you your card and Welcome pack to your home address. You'll need to call us to activate your card.

What if I change my mind? Can I cancel my card and how long do I have to do that?

After applying and receiving your credit limit, if you change your mind, you have 15 days to withdraw from your credit card agreement with us and cancel the card. You can do this by phone or in writing. You will have to repay us any credit and interest outstanding on your balance within 30 days. Interest will be charged for each day between the credit being drawn down and repaid. At any time, you can ask to close your account. To do so you must repay us any credit, interest and unpaid fees and charges outstanding on your account.

Please refer to your terms and conditions for more information on how you do this.

How long will it take between applying for a Granite Card and receiving one?

It usually takes between 10-14 days from you submitting your application, but if we need to contact you for more information it could take longer. Your PIN (Personal Identification Number) will arrive separately in the post.

How do I find out why you turned me down for a card?

As a responsible lender, we take into account your financial circumstances to establish the appropriate level of credit to grant you. To help us do this, applications may be assessed using a process called credit scoring which assesses credit stability and ability to pay. Credit scoring produces consistent decisions and is designed to ensure all applicants are treated fairly.

If we have declined you, this is based on the information we have obtained and the way this information is used in our credit scoring system.

If you would like us to reconsider our decision, you can write to us at New Accounts Department, P.O. Box 399, Chatham, Kent, ME4 4WQ and provide us with any additional information that you consider relevant. You have the right under the Data Protection Act 1998 and Consumer Credit Act 1974 to see information held about you.

Using your card

Where can I use my Granite Card?

Anywhere you see the Visa sign both in the UK and abroad and online.

Can I use my Granite Card abroad?

Yes - You can use your Granite Card to make purchases in shops and restaurants and withdraw cash from cash machines and bank counters everywhere you see the Visa sign. Charges apply when you use your Visa Credit Card abroad. For more details see our response to What are the charges for using my Granite Card abroad?

What are the charges for using my Granite Card abroad?

Making purchases abroad

When you use your Granite Card to make a non-sterling transaction we will charge a Non-Sterling/Foreign Transaction Fee of 2.99% of the transaction.

Withdrawing cash abroad

If you withdraw cash from a cash machine or financial institution displaying the Visa sign, or purchase currency and cash related transactions (such as purchases of travellers cheques, money orders and money transfers, or gambling transactions), we will charge a Cash Transaction of 3% of the cash transaction amount or £3, whichever is the greater. You will also be charged a Non-Sterling/Foreign Transaction Fee for each cash transaction.

Please be aware that interest on a Cash Transaction is charged from the date transactions are applied to your account until payment is received. There is no interest-free period on Cash Transactions. You’ll need to take into account any other restrictions when withdrawing cash, such as daily cash withdrawal limit. Please see your Credit Card Agreement for more information.

All transactions made in a foreign currency (including cash withdrawals) are converted to Sterling using the Visa Payment Scheme Exchange Rate. Payment Scheme Exchange Rates are set by Visa and MasterCard. Exchange rates fluctuate every day. To see the up to date rates and to find out what the rate is on a certain day, visit www.visaeurope.com and click on the Cardholder section.

What are the Exchange Rates for using my Granite Card abroad?

All transactions made in a foreign currency (including cash withdrawals) are converted to Sterling using the Visa Payment Scheme Exchange Rate. Payment Scheme Exchange Rates are set by Visa and MasterCard. Exchange rates fluctuate every day. To see the up to date rates and to find out what the rate is on a certain day, visit www.visaeurope.com and click on the Cardholder section.

How will I keep track of my spending?

We'll send you a monthly statement listing the date and place of each purchase you've made, cash you've withdrawn, plus the payments we've received from you. And you can always phone QuickCall on 01623 23 23 23 to check your account 24 hours a day, seven days a week. Please click here for opening hours and call charge information.

What will my credit limit be?

When we review your application we'll take into consideration your circumstances and provide you with a credit limit we think you can manage. If we set your limit higher than you would like we'll lower it for you. Over time we will review your account, and may offer you a credit limit increase if your account is well managed.

Can I increase my credit limit?

As a responsible lender, Vanquis Bank will seek to provide you with a credit limit that reflects your needs and your ability to manage your account. To be considered for a credit limit increase, you should make use of your credit limit without going overlimit and make your payments on time. By using your credit limit and keeping your account in order, you demonstrate to us that you can manage your account well and can handle the monthly repayments.

Please also keep your other accounts such as credit cards, loans, catalogues, mobile phone and mortgages in order and don't take on too much debt elsewhere. Please remember meeting this criteria does not guarantee you a credit limit increase.

Contactless

What is Contactless?

Contactless is a fast, easy and secure way of making payments up to a maximum amount of £30.

Contactless cards are designed to make paying for everyday purchases quicker and easier. Over 435,000 retailers accept contactless payments in the UK so paying for coffee, lunch or travel is now faster and less hassle.

How does it work?

Wherever you see the contactless symbol contactless just touch your card against the card reader until you hear a beep or the light turns green. The reader will confirm your transaction is complete.

Where can I use it?

Over 435,000 retailers accept contactless payments, including retail stores, food outlets and restaurants, wherever you see the contactless symbol. You can pay for travel on Transport for London buses, London Underground, London Trams, DLR, London Overground and some National Rail Services.

Can I use my new contactless card immediately?

With your new card you'll need to complete a Chip and PIN transaction before you can make a contactless payment. This is an extra security step to ensure your card is in your hands and not someone else's.

What are the benefits?

Contactless is a fast, easy and secure way to pay in seconds and saves you time.

There’s no need to carry cash around or enter your PIN - for extra security we may occasionally ask you to make a Chip & PIN transaction instead. This lets us verify you are the genuine card holder.

Is contactless secure?

Contactless payments are just as secure as Chip and PIN and you are covered against any fraud on your account as you are with Chip and PIN. For extra security you will occasionally be asked to enter your PIN or sign.

Do I have to pay with contactless?

No, it's completely up to you how you choose to pay. However, having a contactless Granite Credit Card gives you an additional way to pay for items up to a maximum amount of £30 whenever you see the contactless symbol.

Is there a daily limit when using contactless?

There is no daily limit on contactless payments in the UK. However you must always have enough Credit Limit available on your card to cover the cost of your purchase and there is a limit of £30 per transaction.

If I have more than one contactless card will the wrong card be charged?

Your card needs to be in very close contact to the card reader for payment to be made so ensure you separate the card you want to make the payment with before touching the card reader.

Can I be charged twice if I have more than one contactless card?

You cannot pay for the same purchase on two cards. The card readers have been designed to reject the payment if more than one card comes into range.

Is it possible to pay by contactless by mistake?

Your card needs to be in very close contact to the card reader for payment to be made so there is no chance you can pay by mistake.

If my Granite Credit Card is lost or stolen can it be used for contactless transactions?

If you lose your card or think it might have been stolen please contact us immediately on our Lost & Stolen Line 0800 783 9003.

You are always covered by the same fraud protection and technology as when you use your PIN to make a payment, and for extra security you will occasionally be asked to enter your PIN instead of paying by contactless.

Paying your bills

How does the Granite Card help me build my credit rating?

To build your credit rating and be considered for credit limit increases, use your Granite Card sensibly, stay within your credit limit and pay your monthly minimum payment on time. Not doing so could harm your credit rating and ability to obtain credit. Please also keep your other accounts such as credit cards, loans, catalogues, mobile phone and mortgages in order and don't take on too much debt elsewhere. By using your credit limits and keeping your accounts in order, you demonstrate that you can manage your accounts well and can handle the monthly repayments. There are no guarantees, but if you follow these steps consistently every month, you should be on track to improving your credit history and building a strong credit rating.

How can I make a payment to my account?

You can make as many individual payments before your 'Payment to Reach Us By' date, so long as the total payments are at least equal to the Minimum Payment Due printed on your monthly statement. You can always pay more than the minimum amount, and remember the more you pay, the quicker your balance reduces and you'll pay less interest.

Debit Card Payments
Debit Card payments received by Vanquis Bank before midnight will be applied to your account on the same day. However you need to allow 2 working days for your payment to appear on your account.

For each of these payment methods if you register your card before you make a payment it will be quicker the next time you want to use this service.

www.evanquis.co.uk
If you are registered, sign in to eVanquis online servicing at www.evanquis.co.uk, select 'Make a payment by debit card' and follow the instructions.

eVanquis Mobile App
Sign in to the eVanquis Mobile App. Select the 'Make a Payment' and follow the instructions on screen. You need to be registered for eVanquis online servicing to use the App.

App Store Google Play

www.payvanquis.co.uk
Please visit www.vanquis.co.uk. Click on the 'Pay my card' icon. You do not need to be registered for eVanquis to use this service.

Phone Granite on 0330 099 3001, you can make a one off payment with a Debit Card or set up a Direct Debit for regular payments or set up a Continuous Payment Authority (for more details see our response to 'What is a Continuous Payment Authority and how do I set one up?'). Please click here for opening hours and call charge information.

Internet or Telephone Banking
Via your bank's telephone or internet banking service, you can make a one off payment or set up a standing order. Simply quote the following details: (1) Our sort code: 60-95-94, (2) Our bank account number: 0000 0001 and (3) Your Granite Card 16 digit card account number. Please allow 3-5 working days for your payment to reach your account via this method.

Most banks offer the Faster Payments service. Payments made by this method and received by Vanquis before 5pm on a working day will be applied to your account on the same day. However you need to allow 2 working days for your payment to appear on your account. Payments received after 5pm will be applied to your account the next working day. Working days are Monday to Friday, excluding weekends and Bank Holidays.

Over the Counter
Over the counter at your Bank or Post Office, using your pre-printed giro (found at the bottom of your monthly statement).

If you are paying by cheque or postal order make them payable to ‘Vanquis Bank’ followed by your 16 digit Granite Card number. On the back, write your name and Granite Card number.

Some banks or Post Offices charge a handling fee. Please check with the counter agent. Please allow 5 working days for your payment to reach your account via this method. Please note that payments made over the post office counter can, in some instances, take up to 20 working days to clear.

By Post
By posting a cheque or postal order, together with your pre-printed giro (found at the bottom of your monthly statement) in one of our pre-paid envelopes. Please make cheques payable to 'Vanquis Bank' followed by your 16 digit Granite Card number. Write your name and Granite Card account number on the back of the cheque or postal order. Please note, we normally recommend allowing 7 working days for your payment to reach your account via this method. PLEASE DO NOT SEND CASH OR POST-DATED CHEQUES AS THESE CANNOT BE ACCEPTED.

Please remember to always make your payments in good time to make sure they reach your account by the Due Date. We recommend you pay early to avoid possible late charges and maintain your credit record.

Direct Debit
You can set up a monthly Direct Debit for the minimum payment due, a fixed amount or the full outstanding balance. Call us on 0330 099 3001* to arrange. Direct Debit payments are claimed on your payment due date.

Important Information - DIRECT DEBIT PAYMENTS

As with all Direct Debit payments, we request your automatic payment 3 working days before it leaves your current account. Any additional payments you make in this period will have no effect on the amount we have already requested from your Bank.

Minimum or Fixed Payment amount Direct Debit
If you choose to make additional payments, your Direct Debit will still collect unless your statement balance is cleared in full.

Fixed amount Direct Debit
If you have a fixed amount Direct Debit it means you pay the same amount each month. However, if the fixed amount is not enough to cover your minimum payment we will take the outstanding minimum payment amount. If your statement balance is lower than your fixed amount we will only claim the balance on your statement to avoid your account going into credit.

What is a Continuous Payment Authority and how do I set one up?

A continuous payment authority, a 'CPA', is a form of regular payment, where you provide us with your current account details and authorise us to request payments from that account.

As part of the application process for the Granite Card, we may ask you to set up CPA on a payment account of yours (such as your current account). Should your application be successful, we will use the CPA to request payments from that account in respect of the repayments due each month on your Granite Card Account. You will be able to specify the amounts to be collected from your payment account along with the date those payments are to be collected (which should be the date by which your repayments should reach your Granite Card Account in each month). You can also set up a CPA at any time after your Granite Card Account is opened.

We will collect repayments of the specified amount using your CPA until you tell us to stop which you can do by calling or writing to us. You can also cancel your CPA by telling your payment account provider. If you cancel your CPA, you will still have to pay at least your minimum payment due by the payment due date. For details of other ways you can make payments on your Account can be found below.

If you have insufficient funds in your payment account and we are unable to collect the repayment under the CPA we will try to take it once more, on the next working day. If we are unable to collect a repayment under the CPA we will advise you of this.

When I make a payment what gets paid off first?

Where your repayment is not sufficient to pay off the whole of the balance outstanding on your Account, your repayment will be allocated first to reduce that part of your balance bearing the highest interest rate and then on in descending interest rate order.

What happens if I keep making the minimum payment and how long will it take me to pay off my debt?
Illustrative example
For a purchase of £250 on your credit card based on 34.9% APR
Monthly Payment
Minimum Payment each month
£50 each month
Without taking into account any introductory rates, how much interest will you be charged in the first year?
£68
£24
How much interest will you be charged in the second year?
£52
£0
How long would it take to clear the balance?
5 years 10 months
7 months

The above example assumes the following: The transaction takes place on 1st January and you make no further transactions. Your statement is produced on the 1st of each month and you always make the payment on the 15th. Your statement is produced 31 days after you make the purchase.

If you can only make the minimum payment each month, it will take you longer and cost you more to clear your balance.

To reduce the amount of interest charged, we recommend you pay as much as you can, when you can and not just the minimum repayment.

How often do I have to make a payment and how will I know how much to pay?

We will send you a statement or notify you that your statement is available to view each month.

We will tell you on your statement the minimum amount you have to pay. You must pay at least the minimum amount each month by the due date on your statement.

If you can only make the minimum payment each month, it will take you longer and cost you more to clear your balance.

To reduce the amount of interest charged, we recommend you pay as much as you can, when you can and not just the minimum repayment.

For ways to make additional payments see How can I make payment to my account?

What happens if I don't pay?

If you are late with your minimum payment or fail to make your minimum payment, we will charge you a late payment charge of £12.

We will contact you to talk to you about your account and any impact this may have on future minimum payments.

Missing payments could have severe consequences, such as the total cost of your debt growing, fees being charged and your credit rating being adversely affected, making it more difficult to get credit in the future.

What should I do if I'm having trouble paying my bill?

We're always here to help you, and that includes any concerns you have about paying your bill. Call us on 0330 099 3002 and we'll see what we can do to help. Please click here for opening hours and call charge information.

Managing your account

Can I manage my account online?

Yes, you can now manage your account online via our secure online service called eVanquis. Once you have registered for this service, you will be able to view your account balance, access your statements and pay your credit card bill. Terms and conditions apply.

Once you have registered for eVanquis online servicing you can download the eVanquis App and start to manage your account on the go. Available on Apple and Android.

App Store Google Play

What should I do if I have any questions about my account?

As a Granite Card customer you have access 24 hours a day to QuickCall for balance and credit limit information using Vanquis QuickCall on 01623 23 23 23, or if you prefer to speak to someone you can call Customer Services on 0330 099 3001. Please click here for opening hours and call charge information.

What's my right to withdraw?

Once you have applied and before acceptance of your application, you can withdraw it either by sending WRITTEN notice to: Granite Card, Customer Services, P.O. Box 399, Chatham ME4 4WQ or by telephoning 0330 099 3001. Please click here for opening hours and call charge information. Once your application is accepted you will have a further short time to widthdraw from your credit card agreement. For more details see our response to What if I change my mind? Can I cancel my card and how long do I have to do that?

Can I add an additional cardholder to my account?

Yes, you can apply to add an additional cardholder if they are at least 18 years old, your account has been open for at least 6 months, you have a credit limit of at least £500 and your account has been well maintained. You will need to have their consent to you giving us their details. You will be responsible for the card and how it’s used, including all transactions. Please refer to your terms and conditions for more information.

If you would like to apply, please call Granite Card Customer Services on 0330 099 3001 and request an additional card-holder form. Once you have completed and returned the form, we will be able to confirm if your application has been successful. Please click here for opening hours and call charge information.

What if my balance gets too high?

It is important that you keep track of your spending on your Granite Card and allow for interest and any charges to be added to avoid going over your credit limit and incurring a £12 fee.

It is important that you contact us as soon as you find you may have difficulty meeting your minimum payment.

It is important to check your statement each month and ensure you can meet at least the minimum payment on your outstanding balance. Wherever possible you should try to pay more than the minimum payment.

Why might my interest rate change?

When you borrow money on a credit card, the credit is 'unsecured' because it's not linked to your property; and 'open ended' because the account is not set to last for a specific length of time. This means that we face more risk than other types of credit product, such as personal loans and mortgages. Also, your financial circumstances can change over time, which means there may be a higher risk that you will not be able to pay back the money you have borrowed.

Changing the interest rate allows us to respond to expected changes in the economy: the cost of providing credit; and your financial circumstances.

If we didn't adjust interest rates in this way, we might have to take your card away, or you may have to pay new charges.

How often do you change my interest rates?

We will not increase your interest rates within the first year as a result of risk based re-pricing. This means your interest rates would only increase within the first year because of, for example, changes in the economy which lead to a change in the base lending rate.

If we do increase your interest rate we will not do so more than once every six months.

When we tell you about an increase in your interest rates, we will explain in clear language how it is changing, what it will cost and the options available to you.

If you ask, we will give you information on how and why we have changed your interest rate.

Can I keep my interest rates on their current rates and pay off my debt to you?

If we do increase your interest rates we will write to you to tell you about an increase in your interest rates. If you are unhappy with the new interest rates, you must contact us within 60 days of the letter and inform us you do not accept your rate increase and wish to close your account. You will then be able to clear your outstanding balance at your current interest rates, after which your account will be closed.You will not be able to make further use of your account once you have told us you do not accept your rate increase and wish to close your account.

Can my statement be sent to me in Large Print, Audio or Braille?

To have your statement sent in Large Print, Audio or Braille please contact Granite Card Customer Service on 0330 099 3001 who will be able to help you. Please click here for opening hours and call charge information.

If I have a disability or medical condition that affects my ability to run the account, what can Vanquis Bank do to help me?

Vanquis Bank can offer a number of reasonable adjustments. Please contact Granite Card Customer Service on 0330 099 3001 who will be happy to discuss what options are available to meet your individual needs. Please click here for opening hours and call charge information.

How can I get a PIN reminder or a new PIN?

You can order a PIN reminder for your own card or an additional card holder by using Vanquis QuickCall on 01623 23 23 23. Please click here for opening hours and call charge information.

How do I report a lost, stolen or damaged card?

You can report a lost, stolen or damaged card by contacting Granite Card Customer Service on 0800 783 9003 or +44 161 444 4495 from abroad. Please click here for opening hours and call charge information.

Credit card cheques

We may offer you the opportunity to ask for Cheques for use on your account. Interest on Cheque Transactions is charged at the Cheque interest rate, which is higher than the interest rate chargeable for Purchase Transactions. Please refer to your terms and conditions for more information.

How do I query a transaction on my account?

Please contact Customer Service on 0330 099 3001 who will be happy to discuss your query. Please click here for opening hours and call charge information.

Support/feedback

I would like to talk to someone about the credit card before I apply – what number do I call on?

You can call Granite Card Customer Services on 0330 099 3001 and they will do their best to answer any questions you may have. Please click here for opening hours and call charge information.

Who can I contact if I am having problems completing my online application?

You can call Customer Services on 0330 099 3000 and they will do their best to answer any questions you may have. Please click here for opening hours and call charge information.

Do I need any special software to use the site?

No, you should be able to view everything on our site without any problems.

My Internet Browser is not showing the site clearly, why is this?

This might be due to the browser that you are currently using, Granite online supports Internet Explorer 6 and 7, Firefox 2 and 3, Safari and Google Chrome. If you do not have one of these internet browsers then you will not be able to access this service.

Is the information I give you on this site secure?

Yes, we collect and store your data securely. On the application page you should see that the webpage address changes from http:// to https:// which indicates that the page is secure. In some browsers you will also see a padlock on the browser to indicate that the page is secure

What should I do if I have a complaint?

You can call Granite Card Customer Services on 0330 099 3001 and they will do their best to resolve your complaint. Please click here for opening hours and call charge information.

If you prefer to write to us please send your letter to Freepost RSBJ-HULA-XLGG, Granite Card, Customer Action Team, PO Box 399, Chatham, ME4 4WQ.

If we can't resolve your complaint to your satisfaction, you can refer to the Financial Ombudsman at www.financial-ombudsman.org.uk.