Complaints Procedures

We have formal complaints handling procedures in place to ensure that all complaints are handled in a way which is fair and consistent and timely.

The following are the main links which provide you with all relevant contact details.

• If you are a Consumer Card Customer…
  Consumer Credit and Charge Card, Centurion Card, International Currency Card
  

  You should contact us using any of the following means.

  Consumer Credit and Charge Card Members
  UK Executive Customer Relations
  American Express, Department 333, Amex House, Edward Street,
  Brighton, BN88 1AH
  Phone: 0845 604 2638

  International Currency Card (ICC) Customers
  International Currency Card (ICC) Customer Relations
  American Express, Dept 45, Telecom House,
  125 - 135 Preston Road, Brighton, BN1 6AG
  Phone: 01273 868900
  

• If you are a FX International Payments Customer…
  

  You should contact us using any of the following means.
  

  FX International Payments Customers
  FX International Payments Customer Relations
  230 Blackfriars Road, 6th Floor, London, SE1 8NW
  Phone: 0800 085 3456
  Phone: 01273 576 880
  Email: international.payments.uk@aexp.com

• If you are a Corporate Card Customer…
  Corporate Card, Business Travel Account, Corporate Purchasing Solution and V Payment.
  

  You should contact us using any of the following means.
  

  Corporate Card Members
  UK Corporate Customer Relations
  American Express, Amex House, Edward Street,
  Brighton, BN88 1AH
  Phone: 0845 604 2550
  

  Business Travel Account (BTA) Customers
  BTA Client Customer Relations
  American Express, 52-04-09a Amex House, Edward Street,
  Brighton, BN88 1AH
  Phone: 01273 571571
  Email: BTAenquiriesteam@aexp.com

  Corporate Purchasing Solution (CPS) Customers
  CPS Customer Relations
  American Express, Amex House, Edward Street,
  Brighton, BN88 1AH
  Phone: 01273 607000 opt 1
  Email: cpceurope@aexp.com

  V Payment Customers
  UK VPayment Customer Relations
  Tempus House, 2200 Century Way, Thorpe Park
  Leeds, LS15 8ZB
  Phone: 0203 027 3252
  

• If you are a Merchant…
  

  You should contact us using any of the following means.
  

  Merchant Customer Relations
  American Express Payment Services Limited
  Merchant Services, PO Box 72, Brighton, BN88 1YR
  Phone: 01273 675533
  

• If you are an Insurance Customer …
  For example, travel, creditor and personal accident insurance policyholders. In addition, if your complaint relates to the insurance benefits attached to your card.
  

  Customers with a stand-alone insurance policy should initially refer to their policy documents which will have the correct point of contact. However, if you are unable to locate these please contact:
  

  Insurance Exec Office UMC: 52-01-025
  American Express Insurance Services Europe Limited,
  Amex House, Edward Street,
  Brighton, BN88 1AH
  Phone: 01273 576686
  Email: insuranceexec@aexp.com

  Customers with insurance benefits as part of their card should contact:

  Exec Office UMC: 52-01-025
  American Express Services Europe Limited,
  Amex House, Edward Street,
  Brighton, BN88 1AH
  Phone: 01273 576686
  Email: insuranceexec@aexp.com

• If you are not a member or are unsure who to contact…
  

  If you are unsure who to contact in the first instance please contact the UK Executive Customer Relations Team and they will direct your complaint as appropriate.

  Consumer Credit and Charge Card Members
  UK Executive Customer Relations
  American Express, Department 333, Amex House, Edward Street,
  Brighton, BN88 1AH
  Phone: 0845 604 2638
  

We aim to resolve your complaint as quickly as possible and would therefore appreciate it if you could provide

• Full details of your complaint and any relevant documentation
• Your name and contact telephone number
• Account, membership, merchant or policy number

If possible we will resolve the matter by the next business day following receipt of your complaint. The time it takes will depend on how complex it is and how much investigation we have to do. We expect that the majority of complaints will be quickly and satisfactorily resolved at this stage

If we are unable to provide a resolution within this timescale your complaint will be passed to a dedicated Complaints Department. We always try to resolve your complaint as quickly as possible, keeping you informed of our progress

Within 5 business days of receiving your original complaint we will write and confirm receipt, provide a copy of our Complaint Handling Summary and confirm the contact details of the Complaints Department investigating your complaint.

If our investigations are concluded at this stage we will also provide you with our final written response. This will present full details of our investigation and confirmation of whether your complaint has been upheld or declined together with any appropriate redress or resolution. We will also provide you with information relating to the Financial Ombudsman Service and their explanatory leaflet

If within 4 weeks from receipt of your original complaint our investigations are ongoing and we are unable to resolve the matter we will write and inform you to this effect and advise when we anticipate the matter will be resolved.

If within 8 weeks from receipt of your original complaint our investigations are ongoing and we are not yet able to resolve the matter we will write and inform you to this effect and advise when we anticipate the matter will be resolved. We will also advise that you may refer your complaint to the Financial Ombudsman Service.

Upon conclusion of our investigation we will provide you with our final response in writing. This will present details of our investigation, confirmation of whether your complaint has been upheld or declined, together with appropriate redress or resolution. We will also provide you with information relating to the Financial Ombudsman Service and their explanatory leaflet.

If you are not satisfied with our final response, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS)

South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800
Email: Complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

You have six months from the date of our final response letter to make such a referral. This procedure is described in more detail in the Financial Ombudsman Services leaflet “Your Complaint and the Ombudsman”. This explains the service they offer and how you may proceed.

If your complaint is eligible for further investigation, the FOS will listen to what you say and will listen to what we say and look at all the facts. If they think we have treated you fairly, they will tell you why. If they don't think we have treated you fairly, they can make us put things right for you.

Whilst the majority of complaints are eligible for further investigation by the FOS, it is important that you are aware this does not apply in every instance. If you are in any doubt about whether your complaint is eligible for further investigation you should contact the FOS direct to clarify this. Details of the types of complaints the FOS will not consider are given on their website. www.financial-ombudsman.org.uk