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-3339276
1 Mar 2022 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3339276 The complaint Mr L complains that Vanquis Bank Limited declined his payment deferral request. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr L had a credit card with Vanquis. At the start of 2020, th... (4 pages)View decision -
Decision Reference DRN-3329155
28 Feb 2022 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3329155 The complaint Ms F complains that Vanquis Bank Limited acted unfairly when it refused to allow her to operate her credit card account with it after she asked it to remove a freeze on the account. She also complains about charges applied to the account. What happened Ms F had a ... (9 pages)View decision -
Decision Reference DRN-3234777
17 Feb 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3234777 The complaint Mrs P complains about a decision by Vanquis Bank Limited (“Vanquis”) not to uphold a claim she made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened The details of this complaint are well known to both parties, so I won’t repe... (2 pages)View decision -
Decision Reference DRN-3316091
15 Feb 2022 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3316091 The complaint Mrs W complains Vanquis Bank Limited (Vanquis) unfairly suspended the use of her credit card. What happened Mrs W says she received a letter from Vanquis in late January 2021, advising her that she needed to take action to prevent her credit card being suspended, ... (4 pages)View decision -
Decision Reference DRN-3211798
12 Feb 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3211798 The complaint Mrs H complains about how Vanquis Bank Limited dealt with her and her account following a request for Persistent Debt information. What happened Mrs H says Vanquis asked her for information about her income and expenditure in 2020. She says she gave her income det... (2 pages)View decision -
Decision Reference DRN-3180305
11 Feb 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3180305 The complaint Miss C is unhappy that Vanquis Bank Limited increased credit limit on her credit card account, which she feels was unaffordable for her at that time. Miss C also feels that the credit agreement she reached with Vanquis was unfair and that as a result she’s paid Va... (3 pages)View decision -
Decision Reference DRN-3305762
10 Feb 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3305762 The complaint Mr F complains that Vanquis Bank Limited have irresponsibly lent to him. What happened Mr F was accepted for a Vanquis credit card in March 2015, with an initial credit limit of £250. The credit limit was later increased to; £1,000 in October 2017 £2,000 in Marc... (4 pages)View decision -
Decision Reference DRN-3224562
7 Feb 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3224562 The complaint Miss H complains that Vanquis Bank Limited (Vanquis) lent to her irresponsibly. What happened Miss H applied for a credit card from Vanquis in September 2016, and this was approved with a limit of £250. Further increases were offered and applied by Vanquis as foll... (3 pages)View decision -
Decision Reference DRN-3245569
1 Feb 2022 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3245569 The complaint Mr M complains about the way Vanquis Bank Limited handled his credit card during the pandemic. What happened Mr M has a credit card with Vanquis and on 19 March 2020 he got in touch and asked for support as he was experiencing financial difficulties. Vanquis told ... (2 pages)View decision -
Decision Reference DRN-3237089
1 Feb 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3237089 The complaint Mr S complains that Vanquis Bank Limited didn’t provide him with the service it should have when he asked to come off his payment plan. What happened Mr S had a payment plan in place on his account. He says his financial circumstances improved and he called Vanqui... (2 pages)View decision
