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 78 results
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Decision Reference DRN-5381687
31 Mar 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5381687 The complaint Mr K complains that American Express Services Europe Limited (AESEL) hasn’t honoured a 60,000 points promotion he believes he is eligible for. What happened Mr K received an email which said he would receive 60,000 bonus Avios points if he took out an American ... (2 pages)View decision -
Decision Reference DRN-5403385
1 Apr 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5403385 The complaint Mr O has complained that AMERICAN EXPRESS SERVICES EUROPE LIMITED (‘Amex’) didn’t transfer his Avios points to his BA account. What happened Mr O’s points, accrued from his Amex credit card account, weren’t transferring over to his BA Executive Club Account. Am... (1 page)View decision -
Decision Reference DRN-5079355
24 Oct 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5079355 The complaint Mr C complains that American Express Services Europe Limited trading as American Express (Amex) made a mistake which meant he had to spend more than he should have when buying flights. What happened In early 2024, Mr C applied for a British Airways (BA) America... (3 pages)View decision -
Decision Reference DRN-4381902
4 Oct 2023 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4381902 The complaint Mr S complains that American Express Services Europe Limited (Amex) closed his account. What happened Mr S opened his account with Amex on 19 January 2023. It was approved by Amex with a limit of £9,000. In his application, Mr S said he earned £27,000 per annum an... (3 pages)View decision -
Decision Reference DRN0665103
23 Jan 2018 American Express Services Europe Limited Not upheldBanking and creditMr W complains that American Express Services Europe Limited only gave him 1,000 bonus points instead of the 9,000 he was expecting.backgroundAmerican Express said Mr W had applied for his card on 26 October 2016 which was before he received an email in November 2016 ab... (1 page)View decision -
Decision Reference DRN-4967226
24 Sep 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4967226 The complaint Mr W complains that American Express Services Europe Limited (AESEL) blocked his transactions and that they continued to do so even when they had provided assurances the block had been removed. What happened The details of this complaint are well known to both ... (2 pages)View decision -
Decision Reference DRN-4895140
9 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4895140 The complaint Miss S complains about how Barclays Bank UK PLC trading as Barclaycard has dealt with problems she has faced with the online access to her credit card account. What happened Miss S holds a credit card with Barclays that she opened in December 2023. Initially Mi... (3 pages)View decision -
Decision Reference DRN7994769
7 Jun 2013 American Express Services Europe Limited Not upheldBanking and creditMr J complains that American Express Services Europe Limited misled him into applying for a standard card, rather than the Premium Plus card he was expecting. This meant he missed out on an introductory offer of 40,000 Avios points. He would like to be awarded the points plus compen... (2 pages)View decision -
Decision Reference DRN6176101
21 Mar 2014 Lloyds Bank PLC Not upheldBanking and creditMrs L complains that she has not received the 30,000 Bonus Avios voucher - from Lloyds Bank PLC - which she says she is entitled to. Further, she complains that the qualifying terms and conditions were unclear and misleading as was the marketing material. She considers Lloyds ought to ... (2 pages)View decision -
Decision Reference DRN-4298773
6 Dec 2023 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4298773 The complaint Mr C complains that he was unable to get a credit balance refund from an account held with American Express Services Europe Limited. What happened In April 2023 Mr C sent an overpayment to his AESEL account. He contacted AESEL and requested a credit balance refund... (2 pages)View decision
