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 DRN5063255
20 Mar 2015 Vanquis Bank Limited UpheldBanking and creditMiss E complains that Vanquis Bank Limited did not respond to her written requests for a payment plan. This caused her to be out of pocket due to spending money on calls and sending subsequent mail using recorded delivery.backgroundWhen Miss E got into financial d... (1 page)View decision -
Decision Reference DRN4439085
10 Mar 2015 Vanquis Bank Limited Not upheldBanking and creditMiss L complains that Vanquis Bank Limited didn’t cancel a Repayment Option Plan (ROP) when she asked it to do this. And she’s unhappy that Vanquis wasn’t more helpful after she notified the bank she was in financial difficulties. She disputes the outstanding balance the bank is claimin... (2 pages)View decision -
Decision Reference DRN9207331
27 Feb 2015 Vanquis Bank Limited UpheldBanking and creditMr N complains that he was mis-sold a Repayment Option Plan (ROP) by Vanquis Bank Limited on a credit card he opened in 2012. He says the information he was given was confusing. He wants a refund of all the ROP payments he has made.our initial conclusionsThe adjudicator recomme... (2 pages)View decision -
Decision Reference DRN5088796
26 Feb 2015 Vanquis Bank Limited Not upheldBanking and creditMr F complains that Vanquis Bank Limited did not apply his payments to his credit card on the day he made them.backgroundOur adjudicator did not recommend that the complaint should be upheld. He found that Vanquis had clearly communicated the time taken for payments to reach credit ca... (1 page)View decision -
Decision Reference DRN3097517
25 Feb 2015 Vanquis Bank Limited Not upheldBanking and creditMr D complains that two attempts to make a payment to Vanquis Bank Limited were unsuccessful. And Vanquis has handled his complaint poorly.background Mr D says he made a payment from his bank, which I’ll call E, to Vanquis in March 2014. For reasons that weren’t clear to Mr D this paym... (2 pages)View decision -
Decision Reference DRN2761230
19 Feb 2015 Vanquis Bank Limited Not upheldBanking and creditMr M complains that Vanquis Bank Limited (“the bank”) won’t refund him for disputed ATM withdrawals made using his credit card.backgroundOn 19 April 2014 Mr M realised that his credit card was missing from his wallet. He reported this to the bank, and on doing so became aware of a num... (2 pages)View decision -
Decision Reference DRN7008417
16 Feb 2015 Vanquis Bank Limited Not upheldBanking and creditMr S complains about Vanquis Bank Limited’s (“the bank”) treatment of him in respect of a default notice, repayment plan, and late payment fees.backgroundMr S held a credit card with the bank. Following a number of missed payments the bank issued Mr S with a default notice, which he sa... (2 pages)View decision -
Decision Reference DRN5794375
13 Feb 2015 Vanquis Bank Limited Not upheldBanking and creditMr A complains that Vanquis Bank Limited was unfair to apply charges to his credit card account as he says he was ill at the time. He wants a full refund of all the charges.backgroundOur adjudicator did not recommend that the complaint should be upheld. He found that the charges were f... (2 pages)View decision -
Decision Reference DRN1580689
3 Feb 2015 Vanquis Bank Limited Not upheldBanking and creditMrs F complains that she was mis-sold a Repayment Option Plan (ROP) by Vanquis Bank Limited.backgroundMrs F took out a Vanquis credit card in 2004 and the bank says she opted to take out the ROP. This was charged monthly and shown on her statements. The ROP was cancelled in December 2... (2 pages)View decision -
Decision Reference DRN8325110
29 Jan 2015 Vanquis Bank Limited Not upheldBanking and creditMr K complains that Vanquis Bank Limited added a repayment protection plan to his account without telling him and did not remove it when he asked. our initial conclusionsInitially our adjudicator upheld the complaint because Vanquis had not provided enough evidence that it had ca... (2 pages)View decision