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 DRN6769890
5 Oct 2016 American Express Services Europe Limited UpheldBanking and creditMr P has complained that American Express Services Europe Limited’s (“AMEX”) delays in transferring his AVIOS points to his credit card account meant he lost out financially. backgroundMr P had earned a number of AVIOS points as a benefit of spending on his AMEX credit ... (2 pages)View decision -
Decision Reference DRN-5610426
17 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5610426 The complaint Miss O has complained that Barclays Bank UK PLC (“Barclays”) has failed to cancel her Avios Rewards package since December 2022. What happened Miss O chose to add an Avios Rewards package to her Premier account in November 2022. In December 2022, Miss O asked t... (3 pages)View decision -
Decision Reference DRN-5164895
22 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5164895 The complaint Mr O complains that Barclays Bank UK PLC trading as Barclaycard (“Barclays”) hasn’t honoured a promotional offer it told him was available to him. He believes that Barclays’ advertising of the offer has been misleading. And as a result, he says he has suffered ... (5 pages)View decision -
Decision Reference DRN-4005169
13 Apr 2023 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4005169 The complaint Mr D complains American Express Services Europe Limited (“American Express”) made mistakes when he contacted them about transferring his Avios points to his account. What happened American Express accept they gave Mr D misinformation about the transferral of Avios... (2 pages)View decision -
Decision Reference DRN-5595133
11 Jun 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5595133 The complaint Miss P complains that American Express Services Europe Limited (‘Amex’) didn’t honour the Avios points she was entitled to when opening a new credit card account with them, despite Amex confirming she’d get the points if she met the qualifying spend on her card... (3 pages)View decision -
Decision Reference DRN9787166
30 Apr 2018 American Express Services Europe Limited (AESEL) UpheldBanking and creditMrs B is unhappy American Express Services Europe Limited (AESEL) (‘AMEX’) has caused delays which have meant she’s not had benefits under her AMEX British Airways (BA) credit card.backgroundMrs B took out a BA credit card with AMEX. One of the features of this credi... (2 pages)View decision -
Decision Reference DRN-1485272
20 Sep 2020 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-1485272The complaintMr C’s complaint about American Express Services Europe Limited (AESEL) relates to the incorrect advice that paying off his account balance in month’s billing cycle would allow him to then use his entire credit limit immediately. As a consequence of that advice, Mr ... (2 pages)View decision -
Decision Reference DRN8734623
9 Jan 2019 Lloyds Bank PLC Not upheldBanking and creditMr D complains that Lloyds Bank Plc (“LB”) gave him misleading information about the terms of his credit card account. backgroundMr D says he’s held his LB Avios card since 2007. He says since having the card he heard on the media a number of years ago that the ... (2 pages)View decision -
Decision Reference DRN-4934585
27 Sep 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4934585 The complaint Mr P complains that he wasn’t awarded the Avios points he was expecting when he applied for a credit card with American Express Services Europe Limited trading as American Express (“AESEL”). What happened Mr P saw a promotion for 50,000 Avios points when you ap... (2 pages)View decision -
Decision Reference DRN4817867
10 Jan 2017 American Express Services Europe Limited Not upheldBanking and creditMr R complains about a flight which he paid for using his American Express Services Europe Limited (Amex) credit card.backgroundMr R had brought two premium economy flights and says he had to pay an extra £180 in order to be able to sit next to his husband. He pa... (2 pages)View decision
