Not upheld: service failures, account management, refusal to change payment due date, call handling, statement access complaint against Vanquis Bank Limited

Decision detail

Summary

Mr M complained to Vanquis Bank Limited about three issues: refusal to change his credit card payment due date, a disconnected call on 11 October 2025 with a promised callback that never occurred, and inability to view his October 2025 statement online despite notification it was available, followed by receipt of an unrequested paper statement. Vanquis explained it had refused the payment due date change because Mr M had exceeded the permitted limit of three changes in 12 months, and that it had sent paper statements as a precaution because his account was over the credit limit and at risk of app access revocation. The ombudsman did not uphold the complaint, finding that Vanquis acted reasonably in all respects and that while the failure to call back was frustrating, it did not warrant financial compensation.

The Ombudsman's reasoning

The ombudsman found that Vanquis acted reasonably in refusing further payment due date changes as Mr M had exceeded the permitted limit of three changes in 12 months. Regarding the call disconnection, while it may have been Vanquis' fault, the firm rectified the situation by calling back within five minutes, and the failure to call back as promised, though frustrating, did not rise to the level warranting compensation as it constituted minor inconvenience. For the statement issue, the ombudsman found no error on Vanquis' part as the statement was uploaded before Mr M attempted to view it. The paper statements were a reasonable precautionary measure given the account was over limit and at risk of app access revocation, ensuring Mr M could still access statements if app access was lost.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website