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-1394708
17 Jan 2020 Vanquis Bank Limited UpheldBanking and PaymentsDRN-1394708 The complaint Ms G is unhappy with the way in which Vanquis Bank Limited has administered her credit card account. What happenedMs G held a credit card account with Vanquis. In 2016, she fell behind with her payments and agreed a repayment plan. The plan was updated in July 201... (2 pages)View decision -
Decision Reference DRN9189840
9 Jan 2020 Vanquis Bank Limited Not upheldBanking and creditMr P complained because Vanquis Bank Limited increased the minimum monthly payment on his credit card. He also complained about texts which Vanquis sent, and the fact that he couldn’t speak to someone as senior as he wanted.Mr P wants an apology for the way Vanquis do things; all fees remo... (3 pages)View decision -
Decision Reference DRN1917914
3 Jan 2020 Vanquis Bank Limited Not upheldBanking and creditMr E complains about the credit card he had with Vanquis Bank Limited (“Vanquis”). backgroundFor ease, in my decision I will refer to Mr E when talking about him or his representative.In 2016 Mr E applied online for a credit card with Vanquis. Vanquis then phoned him and asked some further... (4 pages)View decision -
Decision Reference DRN4621318
2 Jan 2020 Vanquis Bank Limited Not upheldBanking and creditMr K is unhappy that Vanquis Bank Limited didn’t do enough to help him after he set up a direct debit incorrectly.background When Mr K set up a direct debit for payments to his Vanquis credit card in August 2017, he mistakenly provided incorrect details – Mr K was in hospital at the time. ... (3 pages)View decision -
Decision Reference DRN8694225
30 Dec 2019 Vanquis Bank Limited Not upheldBanking and creditMr H complained because Vanquis Bank Limited recorded an ‘’Arrangement to pay’’ on his credit file. He wants Vanquis to record a ‘’Default’’ instead.backgroundMr H had a Vanquis credit card with a limit of £1,500. He exceeded the limit and had a balance of around £1,850. Mr H wasn’t able t... (2 pages)View decision -
Decision Reference DRN0630657
30 Dec 2019 Vanquis Bank Limited Not upheldBanking and creditMr H complains that Vanquis Bank Limited irresponsibly allowed him to open a credit card account that was unaffordable.backgroundMr H says he was offered a Vanquis credit card in 2016 that was unaffordable. He says at the time he had two County Court Judgements (CCJ’s) recorded on his cred... (2 pages)View decision -
Decision Reference DRN3048702
25 Nov 2019 Vanquis Bank Limited Not upheldBanking and creditMiss M complains that Vanquis Bank Limited won’t refund two cash machine withdrawalsthat she says she didn’t make or authorise anyone to make.backgroundMiss M’s Vanquis credit card was used to make two cash machine withdrawals either side ofmidnight on 12/13 March 2018. Each withdrawal was... (2 pages)View decision -
Decision Reference DRN9163868
15 Nov 2019 Vanquis Bank Limited Not upheldBanking and creditMr A complains that Vanquis Bank Limited has debited his credit card account with £164.28.He says he didn’t agree to or otherwise authorise the payment.backgroundSome years ago, Mr A had a selling account with Amazon. As part of the agreementbetween them, Mr A would pay fees to Amazon, bas... (3 pages)View decision -
Decision Reference DRN0685426
13 Nov 2019 Vanquis Bank Limited Not upheldBanking and creditComplaint Mrs F complains (through her representative Mr C) that Vanquis Bank Ltd (VBL) made several increases to the credit limit on her credit card without following the rules of responsible lending. This led to her suffering financial hardship. Background Mrs F opened a credit card with... (4 pages)View decision -
Decision Reference DRN9093854
4 Nov 2019 Vanquis Bank Limited Not upheldBanking and creditMr O complains that Vanquis Bank Limited have caused him distress and inconvenience by not providing him with all the information he requested as part of a subject access request.backgroundMr O has a credit card account with Vanquis that he took out in June 2017. In January 2018 the accoun... (3 pages)View decision