We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 1110 results
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Decision Reference DRN-4308967
7 Sep 2023 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4308967 The complaint Miss D says Vanquis Bank Limited did not complete adequate checks when it lifted her Repayment Option Plan (ROP) freeze, nor did it monitor her spend ongoing. What happened Miss D was unable to work due to mental health issues so she contacted Vanquis to make a RO... (2 pages)View decision -
Decision Reference DRN-4039328
22 Aug 2023 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4039328 The complaint The estate of Mrs C complains that Vanquis Bank Limited has refused to transfer money from her account. What happened Mr C on behalf of the estate of Mrs C says Mrs C, his wife, passed away unexpectedly before a planned holiday. He says the holiday business refund... (2 pages)View decision -
Decision Reference DRN-4232961
7 Aug 2023 Vanquis Bank Limited Not upheldConsumer CreditDRN-4232961 Complaint Mrs T has complained about a loan Vanquis Bank Limited (“Vanquis”) provided to her. She says that the loan was unaffordable and irresponsibly lent. Background Vanquis provided Mrs T with a loan for £3,000.00 in November 2019. This loan was due to be repaid in 36 month... (3 pages)View decision -
Decision Reference DRN-4237857
20 Jul 2023 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4237857 The complaint Miss F complains that Vanquis Bank Limited applied charges and fees to her credit card account in 2020 and did not do enough to help her when she was in financial difficulties. What happened Miss F had a credit card account with Vanquis. In April 2020, a freeze th... (2 pages)View decision -
Decision Reference DRN-4250612
19 Jul 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4250612 The complaint Mr S complained because Vanquis Bank Limited refused to refund him for withdrawals on his credit card, which he said he didn’t make. What happened Late on 29 June 2022, Mr S went onto his app to pay part of his Vanquis account, and saw transactions wh... (7 pages)View decision -
Decision Reference DRN-4190589
17 Jul 2023 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4190589 The complaint Mr B complained because Vanquis Bank Limited refused to refund him for a transaction which he said he didn’t make. What happened Mr B opened a credit card with Vanquis in November 2022. His new card was sent out, and activated using the mobile number ... (3 pages)View decision -
Decision Reference DRN-3982740
12 Jul 2023 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3982740 The complaint Miss O complains that Vanquis Bank Limited unfairly registered a default with the Credit Reference Agencies (CRA’s). What happened Miss O was told she needed to make a payment and for it to clear by 9 December 2022. She made the payment on 9 December 2022, and she... (2 pages)View decision -
Decision Reference DRN-3958370
10 Jul 2023 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3958370 The complaint Mr M complains that Vanquis Bank Limited unfairly registered missed payments on his credit file after he thought his account was closed. What happened Mr M says that he has always been on time with his payments towards his Vanquis credit card and he logged into hi... (3 pages)View decision -
Decision Reference DRN-4029379
28 Jun 2023 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4029379 The complaint Mrs C complains that Vanquis Bank Limited issued a default notice on her credit card account and passed the account onto a third party. What happened In mid-2021, Mrs C agreed a payment plan on her credit card with Vanquis and paid the required amount for six-mont... (2 pages)View decision -
Decision Reference DRN-4197401
19 Jun 2023 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4197401 The complaint Ms W complains about a credit card account she has with Vanquis Bank Limited. She’s unhappy that she was never told that the Repayment Option Plan (ROP) would only allow a claim for a maximum of two years and she was never told that the ROP could be discontinued b... (4 pages)View decision
