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Resolving Complaints
Service is important to American Express and if you have a complaint about our services or products, we would like to know about it. Once we know, we will investigate your complaint and do all we can to promptly resolve the matter.
If you have a statement enquiry, such as a charge you don’t recognise, phone 1300 132 639 or click here for more information.
Firstly,
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Call our Customer Relations Hotline on 1300 736 659 available daily from 8am to 7pm Sydney time |
- A dedicated Customer Relations consultant that is committed to helping you resolve the matter will handle your call
- If they cannot fix your complaint on the spot they will outline the proposed actions to be undertaken to resolve the matter
- We will keep you updated on the progress of your complaint either by phone or mail.
- Unless otherwise advised you can expect to hear from us within 20 days – although we will try to respond sooner where possible
Note: Some complaints may take a little longer to resolve, such as matters that require us to deal with a merchant or other third party. In these cases, we will let you know timeframes involved.
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Or Write to:
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- Centralised Customer Relations Manager
- American Express Australia Limited
- GPO Box 1582
- Sydney NSW 2001
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- A dedicated Customer Relations consultant that is committed to helping you resolve the matter will phone or write to you to confirm receipt of your complaint - usually within 2 to 3 business days
- Once we know, we will investigate your complaint and do all we can to promptly resolve the matter.
- In some cases, we may request further information from you to help us resolve your complaint.
- We will keep you updated on the progress of your complaint either by phone or mail.
- Unless otherwise advised you can expect to hear from us within 20 days – although we will try to respond sooner where possible
Note: Some complaints may take a little longer to resolve, such as matters that require us to deal with a merchant or other third party. In these cases, we will let you know timeframes involved.
We expect that our ‘Customer Relations’ team will be able to respond to your concerns. However, if you feel that this issue has not been resolved to your satisfaction you may refer a complaint to the Banking and Financial Services Ombudsman (‘BFSO’) of which American Express is a member.
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Contact the Banking and Financial Services Ombudsman on:
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- Banking and Financial Services Ombudsman
- GPO Box 3
- Melbourne Victoria 3001
- Tel: 1300 780 808
- Web site: www.bfso.org.au
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- Whilst we aim to resolve all complaints fairly and promptly, we understand that you may not always be happy with our resolution.
- If you believe your complaint has not been satisfactorily addressed, you may wish to refer the matter to the Banking and Financial Services Ombudsman (‘BFSO’).
- The BFSO is a free and independent External Dispute Resolution service that deals with disputes between consumers and financial service providers that are members of the scheme – such as American Express.
- There are some matters that the BFSO are unable to consider, such as:
- Claims for more than $250,000
- Disputes about commercial decisions such as an application for credit that has been declined
- Disputes about financial service providers' general policies, such as interest rates and fees
- American Express Corporate Card member complaints
- American Express Merchant Services complaints
The BFSO will usually ask you to contact American Express first to try and resolve your complaint. If your complaint remains unresolved they may then consider your claim.
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