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 1382 results
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Decision Reference DRN1181407
15 Mar 2017 Vanquis Bank Limited UpheldBanking and creditMr E complains about Vanquis Bank Limited’s treatment of his family and his account since he’s been in prison.backgroundMr E has a credit card with Vanquis. In July 2016, he was remanded in custody. His sister – who I’ll call “Miss E” – phoned Vanquis soon afterwards... (2 pages)View decision -
Decision Reference DRN9192478
28 Feb 2017 Vanquis Bank Limited Not upheldBanking and creditMs S complains that Vanquis Bank Limited mishandled her credit card account.backgroundMs S had health issues and couldn’t make the minimum monthly payment on her account. She complained that Vanquis added more interest and put adverse information on her credit file... (2 pages)View decision -
Decision Reference DRN4582855
16 Feb 2017 Vanquis Bank Limited Not upheldBanking and creditMr Y complains that Vanquis Bank Limited didn’t put in place an agreed payment plan for his credit card debt.backgroundMr Y says he agreed a repayment plan with Vanquis in April 2016 and confirmed it in writing. He says he provided details of his income and outgoings ... (1 page)View decision -
Decision Reference DRN3644453
13 Feb 2017 Vanquis Bank Limited UpheldBanking and creditMrs B complains that Vanquis Bank Limited has refused her a refund.Mrs B’s relative represents her in this complaint. But for the sake of keeping things simple, I’ve mentioned only Mrs B in this decision.our initial conclusionsOur adjudicator recommended upholding Mr... (3 pages)View decision -
Decision Reference DRN0540984
8 Feb 2017 Vanquis Bank Limited UpheldBanking and creditMiss T complains that Vanquis Bank Limited (the business) chased her for a debt it had no proof she owed. She complains that the business harassed her for payment and that the number of calls she received was excessive.background Miss T says that she was contacted by th... (2 pages)View decision -
Decision Reference DRN7473273
26 Jan 2017 Vanquis Bank Limited Not upheldBanking and creditMiss R complains that Vanquis Bank Limited has ignored rules and regulations set down by the Financial Conduct Authority. She wants Vanquis to remove the default that it applied and stop asking her for repayment.background Miss R took out a credit card with Vanquis in 2... (3 pages)View decision -
Decision Reference DRN5525186
25 Jan 2017 Vanquis Bank Limited UpheldBanking and creditMiss T’s unhappy with how Vanquis Bank Limited handled her account in April and May – all dates referred to are from 2016. She’s also unhappy with the level of customer service she received in relation to this.She wants it to apologise, reimburse her costs, and pay ... (3 pages)View decision -
Decision Reference DRN2752462
12 Jan 2017 Vanquis Bank Limited Not upheldBanking and creditMr T complains that Vanquis Bank Limited duplicated a default registration on his credit file.backgroundVanquis passed Mr T’s account to a debt collection company in 2014 for non-payment. It later took the account back in-house, prior to selling it.Mr T says he contac... (2 pages)View decision -
Decision Reference DRN8616202
5 Jan 2017 Vanquis Bank Limited Not upheldBanking and creditMr T complains that Vanquis Bank Limited mishandled his request for a refund for a hotel he paid for using his Vanquis credit card. backgroundMr T complained that Vanquis wouldn’t accept his claim for a refund.Our investigator didn’t recommend that the complaint should b... (2 pages)View decision -
Decision Reference DRN2547835
22 Dec 2016 Vanquis Bank Limited Not upheldBanking and creditMr G complains that Vanquis Bank Limited decided to close his account after there were fraudulent payments.backgroundThe adjudicator did not recommend that the complaint be upheld. She said that:- Vanquis made a business decision to close the account and was entitled to c... (2 pages)View decision