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-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 DRN-4332607
6 Dec 2023 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4332607 The complaint Mr A complains that he didn’t receive his welcome bonus of 70,000 Avios when he opened a credit card account with American Express Services Europe Limited. What happened In January 2023 Mr A opened a credit card account with AESEL. The account included an offer of... (2 pages)View decision -
Decision Reference DRN-4389381
1 Aug 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4389381 The complaint Mr D complains American Express Services Europe Limited (AESEL) unfairly closed his account. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr D he... (5 pages)View decision -
Decision Reference DRN4318462
11 Jan 2017 American Express Services Europe Limited Not upheldBanking and creditMr M complains about the customer service he received from American Express Services Europe Limited (Amex). He would like it to pay £300 in compensation.backgroundMr M had a number of problems with his Amex credit card. These are outlined in detail in correspondenc... (2 pages)View decision -
Decision Reference DRN0972355
6 Apr 2018 American Express Services Europe Limited Not upheldBanking and creditMr and Mrs H complain that American Express Services Europe Limited made an error over a transaction in February/March 2017. In trying to correct this it made numerous mistakes and it’s now gone back on its offer of compensation.backgroundIn February 2017 Mr and Mr... (2 pages)View decision -
Decision Reference DRN-4586369
2 May 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4586369 The complaint Mrs G complains that American Express Services Europe Limited (“AESEL”) gave her incorrect information about an introductory rewards offer on a credit card. What happened Mrs G applied for a credit card from AESEL with an introductory bonus Avios offer of 25,000 p... (2 pages)View decision -
Decision Reference DRN-3844488
7 Dec 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3844488 The complaint Ms C’s unhappy with how Barclays Bank UK PLC, trading as Barclaycard, dealt with her application for an Avios Plus credit card. What happened In March 2022, Ms C applied online for a Barclaycard Avios Plus credit card. Subject to specific eligibility criteria, and... (3 pages)View decision -
Decision Reference DRN-5016037
12 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5016037 The complaint Mr M is unhappy that Barclays Bank UK PLC, trading as Barclaycard, didn’t award him 100,000 Avios points after he signed up for a promotion specifically to receive those points. What happened Mr M contacted Barclays in November 2023 because he wanted to take a... (2 pages)View decision -
Decision Reference DRN7015976
7 Mar 2016 Lloyds Bank PLC Not upheldBanking and creditMr P complains that Lloyds Bank PLC unnecessarily blocked a payment he tried to make with his Amex credit card and as a result he lost out on Avios points.backgroundMr P attempted to use his Lloyds Amex card in December 2015 to purchase his annual train season ticket c... (2 pages)View decision -
Decision Reference DRN8278388
28 Oct 2013 Lloyds Bank PLC UpheldBanking and creditMr J complains that Lloyds Bank PLC did not make the conditions of a promotional offer clear to him. Mr J is unhappy that he lost out on 18,000 Avios points as a result.backgroundOur adjudicator did not uphold the complaint. In her view, Lloyds paid reasonable compensation of £75 fo... (1 page)View decision
