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 1394 results
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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 -
Decision Reference DRN3412321
1 May 2015 Vanquis Bank Limited Not upheldBanking and creditMs H complains that Vanquis Bank Limited will not refund to her the money that she paid for a holiday. Her complaint is made against Vanquis Bank under section 75 of the Consumer Credit Act 1974. She also complains about the customer service that she has received ... (2 pages)View decision -
Decision Reference DRN2888425
30 Apr 2015 Vanquis Bank Limited Not upheldBanking and creditMr S complains that he was mis-sold a Repayment Option Plan (ROP) by Vanquis Bank Limited. backgroundMr S applied for a Vanquis credit card in 2010 and opted to take out the ROP. This was charged monthly and was shown on his statements. Mr S says the terms of the RO... (2 pages)View decision -
Decision Reference DRN4205313
29 Apr 2015 Vanquis Bank Limited UpheldBanking and creditMr C complains that Vanquis Bank Limited has provided him with poor service causing his credit limit to be reduced, charges to be incurred on his account, and a payment to be returned. backgroundMr C says that the bank led him to believe that £200 it was paying hi... (2 pages)View decision -
Decision Reference DRN1321471
28 Apr 2015 Vanquis Bank Limited UpheldBanking and creditMiss M complains that Vanquis Bank Limited breached her confidentiality when it contacted her relatives and asked to speak to her.background It isn’t in dispute that, in the course of its collections activity, Vanquis contacted Miss M’s relatives using telephone numb... (2 pages)View decision -
Decision Reference DRN5858041
22 Apr 2015 Vanquis Bank Limited Not upheldBanking and creditMr K complains that Vanquis Bank Limited failed to carry out his instructions to cancel monthly payments and did not reply to all of his lettersbackgroundMr K has had a credit card account with Vanquis for some time. In 2012 he contacted the business to cancel a m... (1 page)View decision