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 DRN9627664
18 Nov 2014 Vanquis Bank Limited Not upheldBanking and creditMiss S complains about the interest and charges that Vanquis Bank Limited has applied to her credit card account.background Miss S experienced financial difficulties.She says she told Vanquis about those difficulties in October 2013. Vanquis says it wasn’t told about those difficultie... (2 pages)View decision -
Decision Reference DRN6857697
12 Nov 2014 Vanquis Bank Limited UpheldBanking and creditMr G complained about difficulties he had in closing his credit card account with Vanquis Bank Limited.backgroundIn April 2013, Mr G and Vanquis agreed that he would pay the outstanding balance of £1,365.69, and the bank would refund the remaining balance the next month and close the a... (2 pages)View decision -
Decision Reference DRN6468459
17 Oct 2014 Vanquis Bank Limited UpheldBanking and creditMiss C complains that Vanquis Bank Limited will not refund to her the money that she paid for a nail care course that was cancelled. Her complaint is made against Vanquis Bank under section 75 of the Consumer Credit Act 1974.backgroundMiss C paid £474 to a course provider, using her Van... (2 pages)View decision -
Decision Reference DRN2112481
30 Sep 2014 Vanquis Bank Limited UpheldBanking and creditMr C complains that Vanquis Bank Limited, declined his credit card payment and as a result he was unable to obtain flights at a promotional rate. His daughter had to buy the flights the next day at a higher price. He wants compensation from Vanquis.backgroundOn 19 December 2013, Mr C pai... (1 page)View decision -
Decision Reference DRN7236990
30 Sep 2014 Vanquis Bank Limited Not upheldBanking and creditMr A complains a payment he made to his Vanquis Bank Limited credit card account didn’t reach it.our initial conclusionsThe adjudicator did not recommend the complaint should be upheld. In his view Vanquis had correctly applied the payment in line with the instructions Mr A g... (2 pages)View decision -
Decision Reference DRN3560791
30 Sep 2014 Vanquis Bank Limited UpheldBanking and creditMiss R complains about Vanquis Bank Limited’s handling of her account after she received help from a debt counselling charity.backgroundMiss R began to experience financial difficulties. She asked a debt counselling charity for help. She has told us the charity tried to contact Vanquis ... (2 pages)View decision -
Decision Reference DRN0491848
30 Sep 2014 Vanquis Bank Limited Not upheldBanking and creditMr M complains that Vanquis Bank Limited mis-sold a Repayment Option Plan (‘ROP’) to him.our initial conclusionsThe adjudicator did not recommend that the complaint should be upheld. She said that Vanquis has provided a copy of a telephone conversation with Mr M. The ROP was discu... (2 pages)View decision -
Decision Reference DRN3686384
30 Sep 2014 Vanquis Bank Limited UpheldBanking and creditMs E opened a credit card account with Vanquis Bank Limited in 2009. She complains that:1.When she was experiencing financial difficulties in June 2013, Vanquis refused to accept reduced payments from her under a debt management plan, and harassed her for higher payments;2.The outstanding... (2 pages)View decision -
Decision Reference DRN3310905
29 Sep 2014 Vanquis Bank Limited Not upheldBanking and creditMiss T complains that Vanquis Bank Limited: increased the interest rate on her account without telling her; incorrectly applied an arrangement plan marker to her credit file; continues to contact her on a work mobile even though she has asked for this not to happen; and cancelled ... (2 pages)View decision -
Decision Reference DRN6096859
26 Sep 2014 Vanquis Bank Limited Not upheldBanking and creditMrs B complains that Vanquis Bank Limited mis-sold her a repayment option plan.our initial conclusionsThe adjudicator said that Mrs B had agreed to a repayment option plan being added to her credit card. He said that he had heard a call recording on which Mrs B was told the ... (2 pages)View decision
