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 DRN4200345
9 May 2014 Vanquis Bank Limited Not upheldBanking and creditMrs A complains Vanquis Bank Limited was unhelpful and harassed her with phone calls when it should have written off her debt, in view of her financial difficulties. backgroundMrs A and her husband both became unemployed in 2013. Mrs A couldn’t meet her credit card repayments and contac... (2 pages)View decision -
Decision Reference DRN9916858
8 May 2014 Vanquis Bank Limited UpheldBanking and creditMiss A complains that Vanquis Bank Limited (trading as Vanquis Bank) didn’t assist her when she was trying to repay her account balance. She says as a result she paid what she thought was the right amount. But the bank says it wasn’t enough, and it’s continued to apply charges a... (2 pages)View decision -
Decision Reference DRN2379869
6 May 2014 Vanquis Bank Limited Not upheldBanking and creditMrs B complains that Vanquis Bank Limited did not accept evidence she provided to re-activate her Repayment Option Plan (ROP) and failed to respond to all her calls. She seeks compensation.our initial conclusionsThe adjudicator did not recommend that the complaint be upheld. Sh... (2 pages)View decision -
Decision Reference DRN1161374
2 May 2014 Vanquis Bank Limited UpheldBanking and creditMrs W complains that Vanquis Bank Limited (Vanquis) has held her liable for a number of transactions that she says she did not make or authorise.backgroundMrs W took out a credit card with Vanquis in 2009. She soon decided that she was not happy with the account and phoned Vanquis th... (2 pages)View decision -
Decision Reference DRN2414412
30 Apr 2014 Vanquis Bank Limited Not upheldBanking and creditMr O complains that charges were wrongly applied to his credit card account with Vanquis Bank Limited from November 2011 until March 2012.backgroundMr O has a credit card account with the bank. His credit card account benefits from a Repayment Option Plan (ROP). The ROP offers protect... (2 pages)View decision -
Decision Reference DRN2775166
24 Apr 2014 Vanquis Bank Limited UpheldBanking and creditMr D complains that he was mis-sold a repayment option plan by Vanquis Bank Ltd and it did not handle his complaint satisfactorily. our initial conclusionsThe adjudicator recommended that this complaint be upheld in part. She did not consider the plan had been mis-sold, but she ... (2 pages)View decision -
Decision Reference DRN9776136
24 Apr 2014 Vanquis Bank Limited Not upheldBanking and creditMr F complains that Vanquis Bank Limited automatically added a Repayment Option Plan (ROP) to a credit card account he took out in 2006. Mr F says he was not given a choice about this and it was inappropriate as he was self employed and could not have made a claim. Mr F wants... (2 pages)View decision -
Decision Reference DRN6849781
15 Apr 2014 Vanquis Bank Limited Not upheldBanking and creditMrs R complains about the level of service she has received from Vanquis Bank Limited. The bank has not responded to her letters or made changes she has requested and it has blocked her on- line account. She wants compensation and an apology. our initial conclusionsThe adjudicator d... (2 pages)View decision -
Decision Reference DRN4457813
1 Apr 2014 Vanquis Bank Limited Not upheldBanking and creditMrs G complains that she was mis-sold a Repayment Option Plan (ROP) by Vanquis Bank Limited. our initial conclusionsThe adjudicator did not uphold the complaint. He said that although there was no record of the initial telephone call when the ROP was sold to Mrs G, the bank had provi... (2 pages)View decision -
Decision Reference DRN0322414
31 Mar 2014 Vanquis Bank Limited UpheldBanking and creditMiss G complains that Vanquis Bank Limited will not refund the money that she paid for some photos.our initial conclusionsThe adjudicator recommended that this complaint should be upheld in part. She was unable to conclude that there had been a breach of contract or misrepresentati... (2 pages)View decision