Vanquis Bank Limited

Financial Ombudsman decision DRN-4250612 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Wed Aug 16deadline 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

Unauthorised transaction, Service failure

In the Ombudsman’s words

Mr S complained because Vanquis Bank Limited refused to refund him for withdrawals on his credit card, which he said he didn’t make.Unauthorised transaction

I order Vanquis Bank Limited to pay Mr S £150 compensation for the distress and inconvenience it caused him by its poor customer service.Service failure

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4250612.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.