Vanquis Bank Limited

Financial Ombudsman decision DRN-3295599 Upheld

Upheldoutcome, as published by the Ombudsman

£500redress stated in the decision

Tue Feb 21deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Charges and fees, Support for vulnerable customers

In the Ombudsman’s words

I’m also going to require Vanquis to refund the late fee it applied in September 2022 as I’m satisfied Ms W wouldn’t have paid late had she been able to rely on the system she’s developed over time.Charges and fees

Ms W also complains Vanquis Bank Limited didn’t remove an old number or send her statements in the meantime so she could check her account making it harder for her to manage her account.Support for vulnerable customers

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3295599.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.