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-2864862
3 Jul 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2864862 The complaint Mr H complains that Vanquis Bank Limited gave him incorrect information which resulted in his credit score dropping. What happened Mr H says he spoke to Vanquis and it advised him that to improve his credit score he should spent 90% of his credit limit. He says he... (2 pages)View decision -
Decision Reference DRN-2904956
1 Jul 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2904956 The complaint Mrs W is unhappy that Vanquis Bank Limited declined her overseas credit card transaction. She thought they’d used the wrong exchange rate to calculate the amount. What happened Mrs W attempted to use her Vanquis credit card to pay an overseas hotel bill, but the p... (4 pages)View decision -
Decision Reference DRN-2867769
21 Jun 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2867769 The complaint Miss H complains about Vanquis Bank Limited and their decision to approve three credit applications which she thinks was irresponsible. What happened Miss H applied for three credit cards with Vanquis between 2017 and 2019. All three applications were approved, an... (3 pages)View decision -
Decision Reference DRN-2831618
19 Jun 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2831618 The complaint Mr H complains that Vanquis Bank Limited irresponsibly allowed him to open a credit card account that was unaffordable. What happened Mr H says he opened the Vanquis account in 2019. He says at the time he had a poor credit rating and was in financial difficulties... (2 pages)View decision -
Decision Reference DRN-2443522
16 Jun 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2443522 The complaint Mr M complains that Vanquis Bank Limited should have monitored his account more closely to prevent him from entering a cycle of debt. What happened Mr M initially complained about irresponsible lending by Vanquis when it provided him with a credit card account and... (3 pages)View decision -
Decision Reference DRN-2734954
3 Jun 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2734954 The complaint Mr H complains Vanquis Bank Limited hasn’t refunded several payments made with his credit card which he says he didn’t make or otherwise authorise. What happened The detailed background to this complaint is well known to both parties and so I’ll only provide an ov... (2 pages)View decision -
Decision Reference DRN-2810873
26 May 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2810873 The complaint Mrs B is unhappy that Vanquis Bank Limited approved her for a credit account that was unaffordable for her at that time. What happened In November 2015, Mrs B applied for a credit account with Vanquis. Her application was approved, and Vanquis issued Mrs B with a ... (3 pages)View decision -
Decision Reference DRN-2835498
26 May 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2835498 The complaint Mr P complains that Vanquis Bank Limited (“Vanquis”) unfairly and irresponsibly increased his credit card limit without his agreement. What happened The background of this complaint is well known to all parties. So, I’ve summarised events. Mr P held a credit card... (2 pages)View decision -
Decision Reference DRN-2813389
22 May 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2813389 The complaint Mrs B complains that Vanquis Bank Limited irresponsibly allowed her to open a credit card account that was unaffordable and that the interest rate was too high. What happened Mrs B says she shouldn’t have been allowed to open the Vanquis credit card account as it ... (2 pages)View decision -
Decision Reference DRN-2807521
18 May 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2807521 The complaint Ms H complains about Vanquis Bank Limited and their decision to approve her application for a credit card. What happened Ms H previously held a credit card account with Vanquis, which was defaulted in 2010. The outstanding debt was passed to a debt collection agen... (3 pages)View decision
