Our purpose is simple: to deliver caring banking so our customers can make the most of life’s opportunities.
Whether it's a tough situation, an exciting purchase, or navigating everyday life - we support our customers based on their circumstances. And we always try to find a way to help, even if it's not possible right away.
Making the most of life’s opportunities means different things to different people. It could mean borrowing for a significant purchase like a car. Or improving their credit score so they have more borrowing options at better rates. For some, it's simply about managing their finances more effectively during tighter months.
We're more than just another bank.
From the very beginning, we've cared about the communities we serve. We champion financial inclusion through our services and community initiatives. We promote social mobility through our Foundation by creating opportunities for children and young people.
We want our colleagues to work in an open and inclusive environment. Somewhere they can grow their careers and celebrate high performance. Meaning they can deliver for customers in a dynamic environment driven by a strong sense of purpose and in line with our values.
Our Values: The Vanquis Way
We created The Vanquis Way to guide our decisions and remind us of what’s important when working with our customers, communities, and each other.
…by embracing their individuality and experiences.
Everyone here is part of a caring team that respects and supports one another, even when times are hard and we need to make difficult decisions. Because we all bring something different, we recognise our customers’ and communities’ needs and individuality too, so we’re better placed to help them access the right financial solutions.
…by trusting each other and helping everyone succeed.
Working together, trusting each other and being open and aligned around our priorities and decisions makes us a great team and helps us achieve our Purpose. Our different perspectives make us more resilient and better able to give our colleagues and customers opportunities they’ve been denied elsewhere.
…by being courageous and solving our challenges.
Our positive, can-do attitude means that even when things get tough, we keep going, we keep asking questions and we keep challenging one another until we find a better way. We do all this to give our customers and our communities the best options and help our business grow and succeed.
…by taking ownership and doing what we say we will.
Our people, customers and communities are at the heart of what we do and that’s why taking ownership and delivering on our promises matters. With our valuable skills and experience, we lead the way in getting the right things done and making sure we’re doing work that everyone can be proud of.
Our strategy
Our customer-led strategy is steeped in rich, detailed understanding of the lives and needs of those we serve. We acknowledge and celebrate the diversity and individuality of modern society, and have come to understand that, amid this complexity, we can identify sizeable cohorts of consumers who have core needs in common.
Our strategy is being delivered through five strategic themes:
2024 highlights
- Expanded lending propositions and launched innovative Savings products to attract and retain customers.
- Achieved a 4.2 Trustpilot rating, with 80% of reviews at 5 stars.
Focus for 2025:
- Further refine targeted customer propositions.
- Grow customer engagement to drive Credit Card utilisation.
- Improve customer experience.
2024 highlights
- Recalibrated risk framework for sustainable, risk-adjusted returns.
- Strengthened underwriting with improved credit reference agency data.
Focus for 2025:
- Further invest in our risk management capability to differentiate in the market.
2024 highlights
- Achieved greater than £60m in transformation cost savings by the end of 2024.
- Integrated AI-automated complaint logging and the Genesys telephony system to reduce backlog and improve efficiency.
Focus for 2025:
- Optimise capital and liquidity management.
- Execute cost transformation.
- Continue enhancing operational excellence, with a focus on collections and fraud.
2024 highlights
- Transformation programme, Gateway, on track for mid-2026 completion.
- Enhanced digital banking experience through scalable tech solutions.
Focus for 2025:
- Continue with the technology transformation.
- Execute data and analytics transformation with the benefit of Snoop functionality.
2024 highlights
- Improved ‘Great Place to Work’ survey results.
Focus for 2025:
- Progress our collective ‘one Group’ culture.
- Create an enabling environment that is supportive of the strategy.