Not upheld: balance transfer - funds not received due to incorrect account details complaint against Vanquis Bank Limited
Financial Ombudsman decision DRN-6057773 of 2026-04-16T00:00:00+00:00. balance transfer - funds not received due to incorrect account details complaint against Vanquis Bank Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-6057773 |
|---|---|
| Decision date | 2026-04-16T00:00:00+00:00 |
| Firm | Vanquis Bank Limited |
| Product | Credit card |
| Claim type | balance transfer - funds not received due to incorrect account details |
| Outcome | Not upheld |
| Remedy | None. The complaint was not upheld. Mrs G is advised to pursue the matter with the account provider who initiated the transfer. |
Summary
Mrs G attempted a balance transfer to her Vanquis account on 26 June 2025, but the funds were not received. Vanquis requested account details to locate the funds but Mrs G did not initially provide them. After the FOS became involved and Mrs G provided the details, Vanquis investigated and confirmed in March 2026 that the account details did not belong to Vanquis. The ombudsman found Vanquis did not treat Mrs G unfairly, as they made reasonable attempts to obtain correct details and the funds were never received due to the incorrect account details provided by Mrs G.
The Ombudsman's reasoning
The ombudsman found that Vanquis did not treat Mrs G unfairly because the funds were never received by them due to incorrect account details being used. While Vanquis could have identified this sooner in normal circumstances, Mrs G did not provide the account details until after the FOS became involved. Vanquis made sufficient attempts to obtain the correct details from Mrs G, and once the details were provided, they completed an investigation that confirmed the account did not belong to them.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Vanquis Bank Limited, all decisions | 1,444 | 20% |
| Credit card, all decisions | 25,211 | 22% |
Source
Read the original decision on the Financial Ombudsman Service website