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-1901569
8 Aug 2020 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-1901569The complaintMs P’s complaint about Vanquis Bank Limited (Vanquis) relates to the interest rate on her credit card and the level of reduction she feels Vanquis agreed to but did not then apply. She further complains that she asked Vanquis to provide her with a breakdown of her b... (3 pages)View decision -
Decision Reference DRN-1457042
5 Aug 2020 Vanquis Bank Limited UpheldBanking and PaymentsDRN-1457042The complaintMr H complains that Vanquis Bank Limited (Vanquis) refused to allow him to opt out of receiving his credit card statement by post. What happenedMr H has a credit card with Vanquis and telephoned them requesting they stop sending him credit card statements by post as... (2 pages)View decision -
Decision Reference DRN-1864814
1 Aug 2020 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-1864814 The complaintMs A complains that Vanquis Bank Limited unfairly registered a default on her credit file without telling her. What happenedMs A says Vanquis registered the default in September 2019, but she didn't receive any notice of that. She says that had she known then ... (2 pages)View decision -
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