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 1253 results
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Decision Reference DRN-3783162
6 Mar 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3783162 The complaint Mr C complains that Vanquis Bank Limited (“Vanquis”) didn’t do enough to protect him when he fell victim to a scam, failed to act when he notified it of the issue, and hasn’t reimbursed him for the loss. What happened The details of this complaint are well known t... (3 pages)View decision -
Decision Reference DRN-3801595
22 Feb 2023 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3801595 The complaint Mrs M complains that Vanquis Bank Limited unfairly recorded late payment markers against her account. What happened Mrs M complained to Vanquis after finding out that her account debt was returned to Vanquis by a third-party debt collector. Mrs M is unhappy that V... (2 pages)View decision -
Decision Reference DRN-3632876
16 Feb 2023 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3632876 The complaint Mrs G complains about Vanquis Bank Limited. She is unhappy that Vanquis won’t refund her money that she lost to a scam in February 2021. Mrs G feels that Vanquis should have done more to protect her from the scam and pay her back the money that she has lost. What ... (3 pages)View decision -
Decision Reference DRN-3935508
14 Feb 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3935508 The complaint Mr M complains that he couldn’t open a credit card account with Vanquis Bank Limited (Vanquis). What happened On 11 November 2022, Mr M applied for a credit card from Vanquis. He passed the initial credit checks. Vanquis sent an SMS to Mr M on 16 November 2022 ask... (2 pages)View decision -
Decision Reference DRN-3943646
3 Feb 2023 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3943646 The complaint Mr S is unhappy with the service provided by Vanquis Bank Limited (Vanquis) in relation to his credit card. During the course of events, Mr S has raised several concerns and it has been agreed that under this complaint reference at our service the following matter... (4 pages)View decision -
Decision Reference DRN-3896520
30 Jan 2023 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3896520 The complaint Ms H complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card and later increased the credit limit. What happened Ms H applied for a credit card with Vanquis in September 2015. Vanquis approved the application and gave Ms H a credit ... (2 pages)View decision -
Decision Reference DRN-3802240
30 Jan 2023 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3802240 The complaint Mrs P complains that Vanquis Bank Limited (Vanquis) has refused to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mrs P’s h... (3 pages)View decision -
Decision Reference DRN-3295599
24 Jan 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3295599 The complaint Ms W complains Vanquis Bank Limited didn’t offer her an alternative way of authenticating that didn’t involve phones when it implemented strong customer authentication. Ms W also complains Vanquis Bank Limited didn’t remove an old number or send her statements in ... (6 pages)View decision -
Decision Reference DRN-3916170
20 Jan 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3916170 The complaint Mr D complains that Vanquis Bank Limited lent to him irresponsibly in providing him with a credit card account and a subsequent increase to the credit limit. What happened Mr D applied for the credit card in May 2016. His application data included that he was a st... (6 pages)View decision -
Decision Reference DRN-3896062
19 Jan 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3896062 The complaint Mr G complains Vanquis Bank Limited mis-sold a repayment option plan. He’s also unhappy with the way Vanquis managed his credit card account, and the level of customer service they provided. What happened Mr G had a credit card account with Vanquis. In November 20... (6 pages)View decision
