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 1373 results
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Decision Reference DRN-6006417
18 Dec 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6006417 The complaint Mr L is unhappy with the customer service provided by Vanquis Bank Limited in relation to a credit card. What happened In April 2025 Mr L called Vanquis to discuss his account. He said, in summary, that staff were hostile and very rude. Mr L complained to Vanqu... (2 pages)View decision -
Decision Reference DRN-5797294
17 Dec 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5797294 The complaint Mr F complains about how Vanquis Bank Limited recorded information on his credit file in relation to a credit card. What happened Unfortunately, Mr F suffered a bereavement and explained this meant he needed to leave the UK. When he returned, he found out his ... (3 pages)View decision -
Decision Reference DRN-5800857
15 Dec 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5800857 Complaint Miss M has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to her. She says the credit card was unaffordable and so shouldn’t have been provided to her. Background Vanquis provided Miss M with a credit card with an initial limit of £1,500.... (3 pages)View decision -
Decision Reference DRN-5906031
10 Dec 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5906031 The complaint Ms S complains about the poor customer service and delays experienced when bringing her complaint about an unauthorised transaction to Vanquis Bank Limited (“Vanquis”) What happened To be clear, Ms S brought her complaint about an unauthorised transaction on he... (3 pages)View decision -
Decision Reference DRN-5972379
8 Dec 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5972379 The complaint Mr H complains that Vanquis Bank Limited (Vanquis) irresponsibly entered into a credit card agreement with him and increased his credit limit on several occasions, which he could not afford to repay. What happened In March 2023, Mr H applied for a credit card ... (4 pages)View decision -
Decision Reference DRN-5977813
8 Dec 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5977813 The complaint Miss P complains Vanquis Bank Limited (“Vanquis”) irresponsibly lent to her, and increased her credit limit when they shouldn’t have. What happened In March 2018 Miss P applied for a credit card with Vanquis. The application was accepted, and she was offered ... (3 pages)View decision -
Decision Reference DRN-5884983
5 Dec 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5884983 The complaint Mr S has complained Vanquis Bank Limited won’t refund two cash machine withdrawals he didn’t authorise on his new credit card. What happened In April 2025 Mr S applied for a new credit card with Vanquis. The card and PIN were sent separately to Mr S’s home addr... (2 pages)View decision -
Decision Reference DRN-5645803
5 Dec 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5645803 The complaint Mr B complains that Vanquis Bank Limited irresponsibly provided him with an unaffordable credit card limit and credit limit increases. What happened In 2014 Vanquis provided Mr B with a credit card with an initial credit limit of £500. Vanquis increased Mr B’s ... (2 pages)View decision -
Decision Reference DRN-5793867
3 Dec 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5793867 The complaint Miss T complains that Vanquis Bank Limited (“Vanquis”) lent to her irresponsibly and that the loan it provided her with was unaffordable. What happened In November 2022 Miss T applied for and received a loan from Vanquis. It was in the principal sum of £4,500;... (3 pages)View decision -
Decision Reference DRN-5796313
1 Dec 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5796313 The complaint Miss H complains that Vanquis Bank Limited (Vanquis) irresponsibly entered into a credit card agreement with her and increased her credit limit on several occasions, which she could not afford to repay. What happened In January 2019 Miss H applied for a credit... (4 pages)View decision