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-4282300
4 Dec 2023 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4282300 The complaint Mr L complains that he didn’t receive his welcome bonus when he opened a credit card account with American Express Services Europe Limited (“AESEL”). What happened In January 2023 Mr L opened a credit card account with AESEL. The account included an offer of bonus... (2 pages)View decision -
Decision Reference DRN-3620200
10 Nov 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3620200 The complaint Mr H complains that Lloyds Bank PLC (“LB”) declined his credit card payment when he was on holiday outside the UK. What happened Mr H has held a LB credit card account since 2008. In or around March 2022, Mr H left the UK on a pre-planned holiday and took his LB c... (3 pages)View decision -
Decision Reference DRN3495837
7 Sep 2015 American Express Services Europe Limited Not upheldBanking and creditMr and Mrs B complain that American Express Services Europe Limited will not award them Avios points to which they believe they are entitled for spending sufficient money on their card within an offer period. backgroundMr and Mrs B applied for a third party-branded ... (2 pages)View decision -
Decision Reference DRN9881172
21 Nov 2017 American Express Services Europe Limited UpheldBanking and creditMr J is unhappy American Express Services Europe Limited (Amex) has not honoured one of the benefits he says is promised with his British Airways (BA) credit card. background A BA Amex credit card awards Avios points according to a customer’s spending on their ca... (4 pages)View decision -
Decision Reference DRN-2760452
6 May 2021 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-2760452 The complaint Mr W complains that American Express Services Europe Limited (AESEL) failed to reward him with an introductory welcome bonus when he took out a new credit card. What happened In July 2020 Mr W took out a credit card with AESEL. Subject to specific eligibility crit... (3 pages)View decision -
Decision Reference DRN-4827738
13 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4827738 The complaint Mr G complains that Barclays Bank UK PLC trading as Barclaycard failed to honour a welcome bonus he says he was offered for opening a new credit card account. What happened Mr G opened a new credit card with Barclays in February 2024. At that time Barclays was ... (3 pages)View decision -
Decision Reference DRN-4734658
26 Jun 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4734658 The complaint Mr P complains that American Express Services Europe Limited failed to award him all of the Avios points he was entitled to. What happened Mr P holds a credit card with American Express. In November 2023, Mr P referred a friend to American Express, and thereby qua... (4 pages)View decision -
Decision Reference DRN-5486101
15 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5486101 The complaint Mr A complains that American Express Services Europe Limited (AESEL) didn’t give him another companion voucher when he upgraded his British Airways (BA) credit card to a BA Premium Plus card. What happened In March 2025, I issued my provisional decision on thi... (3 pages)View decision -
Decision Reference DRN-4039413
20 Apr 2023 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4039413 The complaint Mr A complains that American Express Services Europe Limited did not refund his purchase of some items he had returned, and closed his account without notice. What happened In July 2022 Mr A bought a plant and some other items from a garden centre. He paid £150.47... (3 pages)View decision -
Decision Reference DRN6725426
8 Mar 2019 TSB Bank plc UpheldBanking and creditMr M says TSB Bank plc’s IT problems had an impact on him. backgroundAt the end of April 2018, TSB experienced IT problems. Mr M says this caused him a number of issues on his credit card account. He says he was unable to monitor his spending on the weekend of the ... (3 pages)View decision
