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 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 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 DRN5345619
7 Nov 2016 Lloyds Bank PLC Not upheldBanking and creditMrs F complains about Lloyds Bank PLC. She’s unhappy with Lloyds’ decision not to reimburse her money she paid to a third party using her Lloyds Bank Duo Avios credit card. Mrs F believes Lloyds should do this under the provisions of section 75 of the Consumer Credi... (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 -
Decision Reference DRN-2393733
20 Jan 2021 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-2393733 The complaint Mr M complains that American Express Services Europe Limited (AESEL) (Amex) provided misleading information about whether he qualified for a companion voucher. What happened Mr M opened a Premium British Airways American Express card on 23 August 2019. The account... (2 pages)View decision -
Decision Reference DRN-4000825
29 Aug 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4000825 The complaint Mr O complains about the use of his credit card from Barclays Bank UK PLC trading as Barclaycard (Barclaycard). What happened Mr O has a credit card from Barclaycard and the limit was £4,200 and had been so since 2017. On 15 November 2022, he asked for an increas... (3 pages)View decision -
Decision Reference DRN-4277958
1 Sep 2023 U K Insurance Limited Not upheldInsuranceDRN-4277958 The complaint Mr and Mrs H are unhappy with the way UK Insurance Limited (“UKI”) has settled their travel insurance claim. What happened Mr and Mrs H have travel insurance through their bank account. The insurance is underwritten by UKI. In December 2022 Mrs H departed on a tri... (3 pages)View decision -
Decision Reference DRN-3501222
22 Jul 2022 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-3501222 The complaint Mr G says American Express Services Europe Limited unfairly changed the terms of the companion voucher scheme that came as a benefit with his Amex card. What happened When Mr G took out an Amex card on 16 October 2020 it offered a companion voucher for a flight, a... (3 pages)View decision -
Decision Reference DRN-2562611
22 Mar 2021 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-2562611 The complaint Mrs R complains that she was entitled to an incentive voucher from American Express Services Europe Limited (AESEL). What happened Mrs R had a credit card from AESEL. This gave “companion vouchers” (CV) which depended on the amount of annual spend on the card. The... (3 pages)View decision -
Decision Reference DRN0451029
10 Jun 2020 Lloyds Bank PLC Not upheldBanking and creditMr W complains that he was mis-sold a packaged bank account called a Premier Added Value Account (PAVA) by Lloyds Bank PLC.backgroundI have previously issued a provisional decision regarding this complaint. The following represents excerpts from my provisional decision, outlining the backg... (3 pages)View decision
