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 DRN5284119
6 Feb 2014 Vanquis Bank Limited Not upheldBanking and creditMrs D complains about a Repayment Option Plan (ROP) she had on her credit card account. She says that Vanquis Bank Limited did not discuss the product with her, and that although the premium appeared on her statement, she did not know it was optional. A claims management compa... (2 pages)View decision -
Decision Reference DRN4695685
4 Feb 2014 Vanquis Bank Limited UpheldBanking and creditMiss C, who is represented by her mother, Mrs D, complains that Vanquis Bank Limited mis-sold her the Repayment Option Plan (ROP) when she opened her credit card account; did not tell her the interest rate that applied; unfairly applied charges to her account; irresponsibly inc... (3 pages)View decision -
Decision Reference DRN9701259
4 Feb 2014 Vanquis Bank Limited Not upheldBanking and creditMiss K complains that Vanquis Bank Limited disclosed her personal information to a friend. This resulted in significant distress and inconvenience to her.backgroundMiss K was overdrawn beyond her overdraft limit. Vanquis tried unsuccessfully to contact her using the number she’d registe... (2 pages)View decision -
Decision Reference DRN6246099
31 Jan 2014 Vanquis Bank Limited Not upheldBanking and creditMr D complains that Vanquis Bank Limited:-Mis-sold him a repayment option plan in connection with his credit card.-Didn’t activate the repayment option plan after he suffered a disability.-Didn’t give him online access to his account.-Unfairly applied interest and charges to the cred... (4 pages)View decision -
Decision Reference DRN1473000
30 Jan 2014 Vanquis Bank Limited Not upheldBanking and creditMr N complains that Vanquis Bank Limited did not activate the repayment option plan on his credit card when he notified it of his unemployment. He also complains about the customer service that he has received from Vanquis.backgroundMr N applied for a Vanquis credit card in September 200... (2 pages)View decision -
Decision Reference DRN9275018
28 Jan 2014 Vanquis Bank Limited UpheldBanking and creditMrs Q complains that Vanquis Bank Limited did not apply a payment to her account for almost three months and, although it backdated it, she incurred expenses in pursuing the complaint.our initial conclusionsOur adjudicator recommended that the complaint should be upheld. She found... (2 pages)View decision -
Decision Reference DRN8363119
24 Jan 2014 Vanquis Bank Limited Not upheldBanking and creditMs D is unhappy with a training course she bought for her husband. She brings her complaint against Vanquis Bank Limited under section 75 of the Consumer Credit Act 1974.Ms D is being represented in this complaint – for clarity, references to submissions by Ms D should be taken to... (2 pages)View decision -
Decision Reference DRN3289792
24 Jan 2014 Vanquis Bank Limited Not upheldBanking and creditMs C complains that the outstanding balance on a credit card account she holds with Vanquis Bank Limited is incorrectly calculated. backgroundPrimarily, Ms C says the balance is incorrect because she made a payment, from a current account with another bank, by agreement with someone she... (2 pages)View decision -
Decision Reference DRN3256582
24 Jan 2014 Vanquis Bank Limited Not upheldBanking and creditMr N complains that Vanquis Bank Limited mis-sold him a Repayment Option Plan (ROP).our initial conclusionsOur adjudicator did not recommend that the complaint should be upheld. He acknowledged that a call recording was unavailable, but was satisfied that the sales script gave ful... (2 pages)View decision -
Decision Reference DRN2738020
20 Jan 2014 Vanquis Bank Limited Not upheldBanking and creditMr G complains that Vanquis Bank Limited wrongly reversed a chargeback to his account after he bought a faulty mobile phone.our initial conclusionsMr G bought a mobile phone which he said was faulty and returned it to the seller. He asked Vanquis to chargeback the money which it d... (2 pages)View decision
