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-5907441
28 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5907441 The complaint Mr M complains about the poor service he received from Vanquis Bank Limited (VBL). What happened Between May and June of 2025, Mr M says several calls to VBL were disconnected and no callbacks were made. He also says VBL re-debited £250 on 15 May 2025, just hou... (2 pages)View decision -
Decision Reference DRN-5924857
27 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5924857 The complaint Mr A complains that Vanquis Bank Limited didn’t properly pursue his chargeback claim and rejected a claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In July 2024 Mr A had his car serviced at a cost of £126.22. He paid for this using his V... (3 pages)View decision -
Decision Reference DRN-5961616
26 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5961616 The complaint Miss N complains about her Vanquis Bank Limited loan. What happened Given the facts of this complaint are extensive and well known to both parties, I won’t go over every detail here; instead, I’ll summarise the key events up until this point: • Miss N applied... (5 pages)View decision -
Decision Reference DRN-5972559
26 Nov 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5972559 The complaint Mrs P complains that Vanquis Bank Limited (Vanquis) acted irresponsibly by agreeing to a revolving credit facility and subsequent credit limit increase. In bringing her complaint Mrs P is represented by a third party. For ease of reading I will only refer to Mr... (4 pages)View decision -
Decision Reference DRN-5805313
21 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5805313 The complaint Miss A complains that Vanquis Bank Limited trading as Vanquis irresponsibly lent to her. What happened Miss A was approved for a Vanquis credit card in May 2019, with a £500 credit limit. Miss A says that this was irresponsibly lent to her. Miss A made a compla... (3 pages)View decision -
Decision Reference DRN-5824977
17 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5824977 The complaint Mr Z complains that Vanquis Bank Limited (‘Vanquis’) incorrectly charged him cash advance fees and cash interest totalling £61.26 on his credit card account. Mr Z seeks a refund. What happened Mr Z used a third-party service to transfer money from his Vanquis c... (2 pages)View decision -
Decision Reference DRN-5727346
14 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5727346 The complaint Mr Y complains that Vanquis Bank Limited registered a default to his credit card account, and that it sold the account to a third party. What happened Mr Y held a credit card account with Vanquis. In December 2024 Mr Y missed a payment and the account fell into... (4 pages)View decision -
Decision Reference DRN-5931241
10 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5931241 Complaint Mrs G has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to her. She’s said that the credit card and limit increase were irresponsibly provided and this led to ongoing difficulty going forward. Background Vanquis initially provided Mrs G ... (4 pages)View decision -
Decision Reference DRN-5809334
10 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5809334 Complaint Mrs D has complained that Vanquis Bank Limited (“Vanquis”) irresponsibly provided a credit card as well and subsequent credit limit increases to her. She says that all of this credit was unaffordable and caused her continued financial difficulty as the repayments r... (4 pages)View decision -
Decision Reference DRN-5918399
7 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5918399 The complaint Mrs C is unhappy that Vanquis Bank Limited didn’t put her credit card account on hold when she asked. What happened Mrs C took out a credit card with Vanquis around October 2023. Later the same month, Mrs C says Vanquis gave her details about a third party’s a... (2 pages)View decision