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 1382 results
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Decision Reference DRN-2195272
10 Mar 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2195272 The complaint Mr B complains that Vanquis Bank Limited unfairly registered a default on his account. Mr B is unhappy that Vanquis didn’t activate the repayment option plan product on his account, which led to a default being registered when he was unable to make repayments. Wha... (3 pages)View decision -
Decision Reference DRN-2617692
8 Mar 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2617692 The complaint Ms M is unhappy that Vanquis Bank Limited didn’t record a default against her account when her account was in arrears and had entered a debt management plan in 2014. What happened Ms M had a credit account with Vanquis. In 2014, Ms M encountered financial difficul... (2 pages)View decision -
Decision Reference DRN-2617608
6 Mar 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2617608 The complaint Mr C complains that Vanquis Bank Limited irresponsibly allowed him to open a credit card account that was unaffordable. What happened Mr C says that Vanquis should not have allowed him to open a credit card account and didn’t carry out appropriate affordability ch... (2 pages)View decision -
Decision Reference DRN-2649391
5 Mar 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2649391 The complaint Miss L is unhappy that Vanquis Bank Limited offered to increase her credit limit on two occasions as she believes these credit limit increases were unaffordable for her at those times. What happened Miss L applied for a credit card account with Vanquis in 2017. Th... (3 pages)View decision -
Decision Reference DRN-2635200
3 Mar 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2635200 The complaint Mr J complained that he shouldn’t have been given a credit card by Vanquis Bank Limited (Vanquis) and they lent to him irresponsibly. What happened Mr J was given a credit card by Vanquis in 2015 with a limit of £250. The limit was increased by Vanquis as follows:... (4 pages)View decision -
Decision Reference DRN-2596002
3 Mar 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2596002 The complaint Mr S complains that Vanquis Bank Limited charged interest on a credit card transaction which was later refunded by the merchant. What happened Mr S made two transactions on his Vanquis credit card to a tour operator – a deposit of £120 in 2019, and the holiday bal... (3 pages)View decision -
Decision Reference DRN-2631634
2 Mar 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2631634 The complaint Ms W complains that Vanquis Bank Limited have mis-managed her credit card debt. What happened In 2019, Ms W couldn’t keep up with her payments and offered Vanquis affordable, reduced repayments instead. Ms W told Vanquis not to call her, but they didn’t pick up on... (3 pages)View decision -
Decision Reference DRN-2582644
25 Feb 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2582644 The complaint Mr P complains that Vanquis Bank Limited (Vanquis) defaulted his account and didn’t tell him about the change of debt collection agency. What happened Mr P was made unemployed in May 2018 and was struggling to pay Vanquis. He spoke to Vanquis in October 2018 and a... (3 pages)View decision -
Decision Reference DRN-2564105
24 Feb 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2564105 The complaint Miss B is complaining that Vanquis Bank Limited lent to her irresponsibly when they gave her a credit card. What happened Miss B applied to Vanquis for a credit card. On her application she said her personal annual income was £13,500 and her household income was n... (3 pages)View decision -
Decision Reference DRN-2573486
24 Feb 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2573486 The complaint Mr A is unhappy that Vanquis Bank Limited approved him for a credit card and recorded it against his credit file without him electing to go ahead with the card. What happened Mr A applied for a credit card with Vanquis at an indicative rate of 39.9% APR. Mr A wasn... (2 pages)View decision