Not upheld: Service failures generally complaint against Vanquis Bank Limited

Decision detail

Summary

Mr F complained to Vanquis in early December 2025 about delays in setting up a payment arrangement for his credit card after notifying them of financial difficulty and arrears. He also complained that interest should have been frozen from when he first contacted them, rather than from when the arrangement was agreed. Vanquis offered £25 compensation for a technical issue with an income and expenditure form. The ombudsman found that Vanquis acted reasonably in gathering necessary information to ensure any arrangement would be sustainable, that the questions asked were appropriate, and that freezing interest once the arrangement was agreed complied with relevant guidance on forbearance measures. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that Vanquis acted reasonably in seeking information necessary to establish a sustainable repayment arrangement. The questions asked about employment, wellbeing, and financial impact were appropriate to ensure the arrangement would not fail and would not prevent Mr F from meeting priority bills and essential living expenses. The income and expenditure form was a legitimate tool to assess sustainability. The cessation of interest and charges once the arrangement was agreed complied with relevant guidance on forbearance measures. The technical issue with the form link was minor and quickly resolved, with appropriate compensation offered.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website