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 1259 results
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Decision Reference DRN-1687403
27 Jul 2020 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-1687403 The complaintMr U complains that Vanquis Bank Limited acted irresponsibly by increasing his limit on his credit card account, when he was showing signs of having financial difficulties. What happenedIn 2012, Mr U took out a credit card account with Vanquis. He had a credit lim... (3 pages)View decision -
Decision Reference DRN9559362
15 Jul 2020 Vanquis Bank Limited Not upheldBanking and creditComplaintMiss A complains that Vanquis Bank Limited will not refund a payment she made with her Vanquis credit card for a repair to her car. She brings her complaint under section 75 (the ‘connected-lender-liability’ provision) of the Consumer Credit Act 1974.BackgroundIn September 2018, ... (2 pages)View decision -
Decision Reference DRN-1561685
2 Jul 2020 Vanquis Bank Limited UpheldBanking and PaymentsThe complaint Ms M complains that Vanquis Bank Limited didn’t adequately respond when she notified it that she was in financial difficulty. What happened In July 2019 Ms M raised a complaint with Vanquis. She said she was upset there was no way to contact it using email or a message centre... (3 pages)View decision -
Decision Reference DRN-1705335
1 Jul 2020 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-1705335ComplaintMr P complains that Vanquis Bank Limited (Vanquis) provided poor customer service when it repeatedly sent him text messages advising of his credit card account balance. BackgroundMr P held a credit card with Vanquis and following receipt of several text messages about h... (2 pages)View decision -
Decision Reference DRN-1791096
28 Jun 2020 Vanquis Bank Limited Not upheldBanking and PaymentsThe complaint Mr O complains he was sold an interest free credit card with Vanquis Bank Limited but was later charged interest. Mr O also complains that Vanquis Bank unfairly defaulted the credit card after he tried to close it. What happened The details of this complaint are well known to... (2 pages)View decision -
Decision Reference DRN-1946843
23 Jun 2020 Vanquis Bank Limited UpheldBanking and PaymentsDRN-1946843 The complaintMr M complains about irresponsible lending made to him by Vanquis Bank Limited. What happenedMr M had a credit card account with Vanquis. He said Vanquis increased his credit limit a number of times. He didn’t think those increases were affordable for him. He said ... (3 pages)View decision -
Decision Reference DRN-1755571
23 Jun 2020 Vanquis Bank Limited Not upheldBanking and PaymentsComplaint Mr G complains that Vanquis Bank Limited acted irresponsibly when it granted him a credit card account and subsequently increased the credit limit several times. Background Mr G applied for and was granted a credit card account with Vanquis in November 2012. He says Vanquis incre... (3 pages)View decision -
Decision Reference DRN-1557418
15 Jun 2020 Vanquis Bank Limited Not upheldBanking and PaymentsThe complaint Miss H believes Vanquis Bank Limited lent to her irresponsibly and shouldn't have accepted her credit card application. She also thinks it shouldn't have later increased her credit limit and shouldn't charge interest on the credit card account while sh... (3 pages)View decision -
Decision Reference DRN2670078
12 Jun 2020 Vanquis Bank Limited UpheldBanking and creditMr C complains about Vanquis Bank Limited (“Vanquis”) for increasing his credit limit on his credit card, despite being aware of his increased debt and greater spending on gambling. He wants Vanquis to refund interest and charges applied to the increased balance and to remove late payment ... (2 pages)View decision -
Decision Reference DRN-1692530
27 May 2020 Vanquis Bank Limited UpheldBanking and PaymentsDRN-1692530 The complaintMr L has complained that Vanquis Bank Ltd took too long to deal with his fraud complaint and this affected his credit score. What happenedMr L’s wallet was stolen from him in a street robbery in June 2019. His Vanquis credit card was in his wallet with his other ba... (2 pages)View decision
