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 1259 results
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Decision Reference DRN0449862
10 Jun 2015 Vanquis Bank Limited UpheldBanking and creditMr S has complained about the quality of a kitchen he bought, which was partly financed (£2,507.44) using his Vanquis Bank Limited credit card.backgroundMr S bought a kitchen from a third party supplier. However, he has explained that after it was installed, it bec... (2 pages)View decision -
Decision Reference DRN6609315
28 May 2015 Vanquis Bank Limited Not upheldBanking and creditMrs E complains that Vanquis Bank Limited applied a ROP (repayment option plan) to her account without her agreement.backgroundMrs E took out a Vanquis credit card in 2008. She set up a direct debit for monthly payments and says that she never checked her statements and... (2 pages)View decision -
Decision Reference DRN9999920
27 May 2015 Vanquis Bank Limited Not upheldBanking and creditMrs W complains that Vanquis Bank Limited charged her for a Repayment Option Plan (ROP) which she doesn’t recall agreeing to. She’d like all the charges she’s paid for this to be reimbursed.our initial conclusionsThis complaint is about a ROP taken out in 2012 and the policy wa... (2 pages)View decision -
Decision Reference DRN7420957
21 May 2015 Vanquis Bank Limited Not upheldBanking and creditMiss B complains that she was mis-sold a Repayment Option Plan (ROP) by Vanquis Bank Limited in November 2009.our initial conclusionsOur adjudicator didn’t recommend that Miss B’s complaint should be upheld. He didn’t agree that the ROP was added without Miss B’s agreement. And he th... (2 pages)View decision -
Decision Reference DRN4603726
18 May 2015 Vanquis Bank Limited Not upheldBanking and creditMrs H complains that Vanquis Bank Limited hasn’t taken her ill health into account in considering her ability to meet payment demands for a debt on her credit card.backgroundMrs H has an outstanding debt on her credit card. She is elderly and very unwell. Her son, ... (2 pages)View decision -
Decision Reference DRN2200589
14 May 2015 Vanquis Bank Limited Not upheldBanking and creditUnder the rules of the Financial Ombudsman Service, I am required to ask Mr S either to accept or reject my decision before 15 June 2015. Susan Webb ombudsman at the Financial Ombudsman ServicecomplaintMr S complains that Vanquis Bank Limited didn’t cancel a Repayment Option Pl... (2 pages)View decision -
Decision Reference DRN1637232
13 May 2015 Vanquis Bank Limited UpheldBanking and creditMr H complains that he tried to activate the Repayment Option Plan (“ROP”) on his credit account issued by Vanquis Bank Limited when he was made redundant. The ROP wasn’t activated and the debt was transferred to a debt collection agency. Mr H has asked for compensati... (3 pages)View decision -
Decision Reference DRN1691222
13 May 2015 Vanquis Bank Limited Not upheldBanking and creditMr B complains that Vanquis Bank Limited wouldn’t correct his address on its records. He says it wasn’t complete because it didn’t show the full road name.our initial conclusionsOur adjudicator didn’t uphold the complaint. She said the bank didn’t make a mistake in requiring Mr B t... (2 pages)View decision -
Decision Reference DRN9217726
8 May 2015 Vanquis Bank Limited Not upheldBanking and creditMr O had a credit card account with Vanquis Bank Limited. He arranged with the bank to settle the balance owed, and to close the account. Mr O complains that Vanquis mismanaged its communications with him, and that an overpayment was not refunded. He wants this refund... (2 pages)View decision -
Decision Reference DRN5039860
7 May 2015 Vanquis Bank Limited Not upheldBanking and creditMr T complains that Vanquis Bank Limited (“the bank”) won’t refund him for transactions made on his credit card after it was lost.backgroundIn June 2014, Mr T says he lost his credit card. He said he didn’t know whether it was actually lost or stolen, but he foun... (2 pages)View decision
