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-3123455
5 Jan 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3123455 The complaint Mr O complains Vanquis Bank Limited (Vanquis) have incorrectly processed a chargeback on his credit card account. What happened Mr O says in December 2019 he inadvertently made three payments of £140 each to his Vanquis credit card account, rather than the one he ... (3 pages)View decision -
Decision Reference DRN-2972279
5 Jan 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2972279 The complaint Miss B complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card and later increased the credit limit. What happened In May 2018 Miss B applied for a credit card with Vanquis over the phone. During the application, Miss B said she was... (3 pages)View decision -
Decision Reference DRN-2712349
21 Dec 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2712349 The complaint Mr S has complained Vanquis Bank Limited won’t refund money he paid for new doors being installed. He believes the work is sub-standard and has made a claim under section 75 of the Consumer Credit Act 1974. What happened Mr S hired a local supplier (who I’ll call ... (2 pages)View decision -
Decision Reference DRN-3161374
7 Dec 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3161374 The complaint Mr F complains that Vanquis Bank Limited lent irresponsibly when providing him with a credit limit increase on his credit card. What happened Mr F applied for a Vanquis credit card in 2012. The credit limit was increased on several occasions, with the final increa... (5 pages)View decision -
Decision Reference DRN-3157587
29 Nov 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3157587 The complaint Ms H complains that Vanquis Bank Limited irresponsibly allowed her to open a credit card account which was unaffordable. What happened Ms H says she opened the Vanquis credit card account in 2015. She says the lending was unaffordable and that appropriate checks w... (2 pages)View decision -
Decision Reference DRN-2957940
29 Nov 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2957940 The complaint Ms A complains about her bank, Vanquis Bank Limited (Vanquis), regarding a default they applied to her credit card account. What happened In January 2018 Ms A took out a credit card account with Vanquis. No payment in respect of the outstanding balance on the acco... (3 pages)View decision -
Decision Reference DRN-3128917
26 Nov 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3128917 The complaint Miss B is unhappy that Vanquis Bank Limited, trading as Neo, approved her for a credit account which she feels was unaffordable for her at that time. Miss B is also unhappy with the service that she’s received from Vanquis since opening the account, including that... (4 pages)View decision -
Decision Reference DRN-3155202
25 Nov 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3155202 The complaint Miss A complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application. What happened In August 2015 Miss A applied for a Vanquis credit card. Miss A’s application said she was living with parents, employed and earning around £3... (2 pages)View decision -
Decision Reference DRN-2835807
24 Nov 2021 Vanquis Bank Limited UpheldConsumer CreditDRN-2835807 The complaint Mr S complains that Vanquis Bank Limited won’t refund to him the money that he paid for some credits relating to a timeshare relinquishment scheme. His complaint is being dealt with by his representative. What happened Mr S had bought a timeshare and he was invite... (4 pages)View decision -
Decision Reference DRN-3174824
22 Nov 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3174824 The complaint Mr C complains that Vanquis Bank Limited (Vanquis) put his account into default too late. What happened I issued my provisional decision on this case on 8 November 2021. I wanted to give both parties the chance to respond with anything else they wanted me to cons... (5 pages)View decision
