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 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 -
Decision Reference DRN6970653
22 Sep 2014 Vanquis Bank Limited UpheldBanking and creditMr C had a credit card with Vanquis Bank Limited. He took out a new credit card with another bank and arranged a transfer to his account with Vanquis. The other bank made the requested transfer and in error sent a further £950. Mr C complains Vanquis failed to return the money s... (2 pages)View decision -
Decision Reference DRN0463136
19 Sep 2014 Vanquis Bank Limited Not upheldBanking and creditMiss G complains that Vanquis Bank limited has refused to refund disputed transactions on her credit card account. She says she lost her credit card and is the victim of fraud. Miss G wants Vanquis to refund the money.backgroundDates are an important consideration in this complaint.Miss... (3 pages)View decision -
Decision Reference DRN8695937
16 Sep 2014 Vanquis Bank Limited UpheldBanking and creditMr F complained because he was being pursued by a debt collection agency for a credit card debt to Vanquis Bank Limited. Mr F said he had paid £800 to a doorstep collector as a deal to end his debts, and therefore no money was due. He wants the account to be closed so he is no lon... (2 pages)View decision -
Decision Reference DRN0387622
16 Sep 2014 Vanquis Bank Limited Not upheldBanking and creditMr C complains that Vanquis Bank Limited applied interest and charges to his credit card account even though he told it he had a medical condition and was not able to make the payments.backgroundMr C paid his monthly credit card bill in full until August 2011. Mr C says that he suffered... (2 pages)View decision -
Decision Reference DRN3019244
9 Sep 2014 Vanquis Bank Limited Not upheldBanking and creditMiss R complains that Vanquis Bank Limited mis-sold a repayment option plan (ROP) to her. She says she did not need the plan and when she was in financial difficulties Vanquis did not tell her the plan could help. our initial conclusionsThe adjudicator did not recommend that th... (2 pages)View decision