Vanquis Bank Limited

Financial Ombudsman decision DRN-4197401 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Jul 17deadline 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

Treatment in financial difficulty, Support for vulnerable customers

In the Ombudsman’s words

Vanquis is required under FCA rules and guidance to treat Ms W with, amongst other things, forbearance and due considerationTreatment in financial difficulty

I would like to acknowledge the very difficult position Ms W is in as a result of the accident she had. This has had a significant impact on her health over recent years since the accident and that continues still now.Support for vulnerable customers

Rules cited

FCA CONC (Consumer Credit sourcebook)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4197401.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.