Card member Complaints Procedure

What do I do if I have a complaint?

To benefit all American Express card members we have complaints handling procedures in place to ensure that all complaints are handled fairly, consistently and promptly. Should a complaint occur, we would appreciate the opportunity to resolve any problems or difficulties for you. If you have a complaint against AESEL you should make the complaint directly to us either by letter or telephone. All complaints should be addressed to the Complaints Department at the following address:

American Express Customer Service
Department 66
Amex House
Edward Street
Brighton
East Sussex
BN88 1AH

What information should I provide?

To help us deal with your complaint quickly and efficiently it would help us if you included the following information:

Card Member Number
Name
Address
Contact telephone number
Clear details of your complaint, including former communications you have had concerning your complaint.

What happens next?

If we are unable to resolve your complaint by the next business day following receipt and it involves an allegation that you have suffered, or may suffer, financial loss, material distress or material inconvenience, the following procedures will apply:
1. Within five business days of receiving your complaint, we will provide you with a letter acknowledging receipt.
2. Your complaint will be investigated by an individual of sufficient competence who, where appropriate, has not been directly involved in the matter which is the subject of the complaint.
3. We aim to provide you with a full response within four weeks of receiving your complaint. In the unlikely event that you are not happy with our initial response we will ask you to let us know so we can investigate further. Where, due to the complexities of a complaint, we are unable to provide you with a full response within four weeks, we will let you know, and we will aim to provide our final response within eight weeks. If AESEL is still not in a position to make a final response at that time, we will advise you of the reasons for the delay along with an indication as to when we expect to provide a detailed response.

What if I am dissatisfied with the final response?

Every effort will be made to resolve your complaint. However, if you are not satisfied with our response, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS). This will only apply if you are a personal customer, or the complaint is on your business card and your company has an annual turnover of less than £1million.
The FOS is an independent organisation, which was set up as a result of the Financial Services and Markets Act 2000 (FSMA) to help resolve disputes between customers and financial firms.
The FOS can be contacted at the following address:Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. You can also contact the FOS by telephone on 0845 080 1800, or via their website at www.financial-ombudsman.org