We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 81 results
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Decision Reference DRN-1657581
3 Sep 2020 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-1657581The complaintMr T complains about the way American Express Services Europe Limited (Amex) administered the application process for his account. What happenedIn October 2019, Mr T called Amex to open a new account. Mr T asked what referral benefits were available to him as both h... (3 pages)View decision -
Decision Reference DRN6091998
13 Jan 2020 TSB Bank plc UpheldBanking and creditMiss M complains that TSB Bank plc hasn’t administered her credit card accounts correctly. As a result she’s not received benefits she’s entitled to.backgroundI sent my provisional decision to both parties on 11 December 2019. A copy of this is attached and forms part of this final decisio... (4 pages)View decision -
Decision Reference DRN-4891115
19 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4891115 The complaint Miss W complains that Barclays Bank UK PLC trading as Barclaycard hasn’t added her 100,000 Avios points welcome offer to her account. What happened In October 2022 Barclaycard were running an Avios points promotional offer. The terms of the offer were as follow... (4 pages)View decision -
Decision Reference DRN-4993452
16 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4993452 The complaint Mr M complains Barclays Bank UK PLC trading as Barclaycard didn’t pay him 25,000 Avios points due for his credit card usage. What happened Mr M applied for a Barclaycard Avios Plus credit card in June 2022. Mr M was given a relatively low credit limit but beg... (3 pages)View decision -
Decision Reference DRN-4902240
7 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4902240 The complaint Mrs D complains that Barclays Bank UK PLC trading as Barclaycard didn’t give her 100,000 Avios points as part of a promotional offer. What happened Mrs D applied for a Barclaycard in order to take advantage of a promotion of 100,000 Avios points. The promotion ... (3 pages)View decision -
Decision Reference DRN-5195234
9 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5195234 The complaint Mr M has complained that he hasn’t received the Avios points from Barclays Bank UK PLC, trading as Barclaycard, for which he feels he’s qualified. What happened A scheme was running over October and November 2022, whereby a customer could: “Collect a guaranteed... (2 pages)View decision -
Decision Reference DRN-4270795
27 Jul 2023 PREPAID FINANCIAL SERVICES LIMITED UpheldBanking and PaymentsDRN-4270795 The complaint Mr S complains that he didn’t get an account opening incentive award from Prepaid Financial Services Limited (PFS). What happened In June 2022, Mr S opened a British Airways Prepaid Mastercard. The card is run by PFS. As an opening incentive, 1500 Avios points wer... (2 pages)View decision -
Decision Reference DRN-4523602
6 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4523602 The complaint Miss D complains that Barclays Bank UK PLC didn’t pay 100,000 Avios points when she opened a current account and credit card account. What happened Miss D applied for a Barclays current account and credit card account in November 2022 and believed she qualified fo... (3 pages)View decision -
Decision Reference DRN-5092830
4 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5092830 The complaint Mr M complains that American Express Services Europe Limited (“Amex”) closed his credit card accounts without notice or explanation and that, as a result, he has missed out on loyalty points. He says too that those points were not transferred correctly, and tha... (2 pages)View decision -
Decision Reference DRN-4430751
29 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4430751 The complaint Mr B complains that Barclays Bank UK PLC trading as Barclaycard gave misleading information about an Avios promotion. What happened Mr B has told us he saw a promotion that said Barclays would award 100,000 Avios points to customers who opened a new bank account a... (3 pages)View decision
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