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 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 -
Decision Reference DRN2344013
18 Aug 2017 American Express Services Europe Limited UpheldBanking and creditUnder the rules of the Financial Ombudsman Service, I am required to ask Mr M either to accept or reject my decision before 18 September 2017. Lindsey Woloski ombudsman at the Financial Ombudsman ServicecomplaintMr M has complained about the service he has received fro... (2 pages)View decision -
Decision Reference DRN-4344688
22 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4344688 The complaint Mr and Mrs C complain about the information provided during a call with Barclays Bank UK PLC. What happened Mr C’s explained that after selling a business he deposited the funds received in his joint bank account with Barclays. At the time, Mr and Mrs C held a joi... (3 pages)View decision -
Decision Reference DRN4893894
14 Jun 2017 TSB Bank plc Not upheldBanking and creditMr C has complained about TSB Bank plc’s cancellation of his credit cards.background Mr C held two credit cards with TSB, a ‘TSB Avios’ card and a ‘TrustCard’. In March 2017 Mr C called TSB to talk about his cards after having received a letter. Following the call, ... (2 pages)View decision -
Decision Reference DRN-5195337
9 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5195337 The complaint Miss C has complained that she lost her Avios points when Barclays Bank UK PLC, trading as Barclaycard, closed her credit card account. What happened Miss C had a credit card account with Barclaycard, whereby she was able to accrue ‘Avios’ points, which are ess... (2 pages)View decision -
Decision Reference DRN-4378583
15 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4378583 The complaint Mr S complains that Barclays Bank UK PLC (Barclays) misled him over an entitlement to Avios points. He would like 100,000 points and compensation. He would also like Barclays to review its email system to ensure others are not affected in the same way. What happen... (2 pages)View decision -
Decision Reference DRN7025090
18 Jul 2016 Lloyds Bank PLC Not upheldBanking and creditMs S has complained Lloyds Bank PLC (‘Lloyds’) disclosed sensitive personal information about her to third parties. backgroundIn 2013, Ms S re-assigned her gender and asked Lloyds to change her name and gender marker on all her accounts. She’d also changed her name by dee... (4 pages)View decision -
Decision Reference DRN2304704
29 Oct 2015 American Express Services Europe Limited Not upheldBanking and creditMr L complains that American Express Services Europe Limited (Amex) misled him when he upgraded his account. He believed he would qualify for a second companion voucher. backgroundMr L applied online to upgrade his account. On his previous account he earned a companio... (2 pages)View decision -
Decision Reference DRN-2313139
30 Nov 2020 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-2313139 The complaint Mr K complains about American Express Services Europe Limited (AESEL) (“American Express”) for not awarding him 5000 bonus Avios points when he met the minimum spend on his new credit card with them. He wants American Express to give him the points or sufficient c... (2 pages)View decision -
Decision Reference DRN-4820828
20 Jun 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4820828 The complaint Mr K complains that Barclays Bank UK PLC trading as Barclaycard failed to apply a monthly discount for holding two Avios products. He’s also unhappy about issues he’s experienced using his online account and his banking app following the merger of his accounts. Wh... (3 pages)View decision
