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Vanquis Bank Limited
Legal entity: Vanquis Bank Limited
FCA register status: Authorised — the FCA’s own status for this firm reference, not our finding. See the FCA’s own record on the Financial Services Register.
Companies House 02558509, incorporated November 1990
1,177banking decisions
23.0%uphold rate
906not upheld
Beyond banking
The figures above cover this firm’s banking, credit and mortgage decisions only. The Ombudsman also decided complaints about it in other sectors, which behave differently and are kept separate rather than averaged in.
| Sector | Decisions | Uphold rate |
|---|---|---|
| Banking, credit and mortgages — shown above | 1,177 | 23.0% |
| Insurance (excluding PPI) | 1 | — |
| Investments and pensions | 1 | — |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Irresponsible lending | 527 | 66 | 12.5% |
| Credit file reporting | 184 | 70 | 38.0% |
| Product mis-sold | 128 | 16 | 12.5% |
| Charges and fees | 117 | 50 | 42.7% |
| Complaint handling | 112 | 61 | 54.5% |
| Treatment in financial difficulty | 111 | 39 | 35.1% |
| Card dispute or chargeback | 78 | 14 | 17.9% |
| Unauthorised transaction | 51 | 20 | 39.2% |
| Support for vulnerable customers | 47 | 22 | 46.8% |
| Service failure | 43 | 33 | 76.7% |
| Interest and rates | 33 | 11 | 33.3% |
| Funds blocked or frozen | 28 | 11 | 39.3% |
| Account closed or refused | 22 | 8 | 36.4% |
| Identity checks and access | 18 | 7 | 38.9% |
| Payment delayed or failed | 14 | 6 | 42.9% |
| Data and privacy | 14 | 8 | 57.1% |
| APP scam refund refused | 13 | 4 | 30.8% |
The official record
What the firm itself reports to the regulator, scoped to banking and credit complaints only. This is a different measure from the decisions above — it covers all complaints a firm received, not only those that reached an ombudsman. Firms report on periods set by the regulator, which are not always the calendar half-year the file was published under (shown below where they differ). No period-over-period change is calculated here — these are the reported figures only. See the scorecard for all three measures side by side.
| Source | Period | Upheld | Opened | Closed | New cases |
|---|---|---|---|---|---|
| FCA | 2025-H2 2025-07-01 to 2025-12-31 | 29.9% | 18,304 | 19,927 | — |
| FCA | 2025-H1 2025-01-01 to 2025-06-30 | 16.5% | 22,086 | 23,062 | — |
| FCA | 2024-H2 2024-07-01 to 2024-12-31 | 19.9% | 26,951 | 31,574 | — |
| FCA | 2024-H1 2024-01-01 to 2024-06-30 | 15.1% | 33,775 | 39,974 | — |
| FCA | 2023-H2 2023-07-01 to 2023-12-31 | 24.8% | 29,869 | 20,745 | — |
| FCA | 2023-H1 2023-01-01 to 2023-06-30 | 36.0% | 13,471 | 10,353 | — |
| FCA | 2022-H2 2022-07-01 to 2022-12-31 | 36.6% | 9,537 | 9,263 | — |
| FCA | 2022-H1 2022-01-01 to 2022-06-30 | 29.7% | 9,949 | 10,280 | — |
| FOS | 2025-H2 | 33.0% | — | — | 1,224 |
| FOS | 2025-H1 | 28.1% | — | — | 5,859 |
| FOS | 2024-H2 | 25.0% | — | — | 17,612 |
| FOS | 2024-H1 | 37.1% | — | — | 16,065 |
| FOS | 2023-H2 | 35.2% | — | — | 2,740 |
| FOS | 2023-H1 | 30.8% | — | — | 722 |
| FOS | 2022-H2 | 31.0% | — | — | 651 |
| FOS | 2022-H1 | 30.5% | — | — | 874 |
What the regulator did
FCA final notices naming this firm. This is a separate record from the Ombudsman decisions above: the Ombudsman resolves individual complaints, the FCA penalises the firm for rule breaches.
| Date | Penalty | Breach |
|---|---|---|
| 27 Feb 2018 | £1,976,000 | This final notice refers to breaches of PRIN 6 and PRIN 7 related to unfair treatment of customers in the consumer credit sector. We imposed a fine and restitution. |
Decisions are attributed to a firm only where the decision text names it unambiguously. Where a name could refer to more than one firm, the decision is left unattributed rather than guessed, so these counts are a floor, not a total. Method.