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Customer Complaints

 

 

 

First step if you are not satisfied

 

It is important for us that you as a consumer are satisfied with American Express, our products and the services we provide you. If you are dissatisfied, please raise your complaint with American Express Customer Service. Hopefully we can find a solution that you are pleased with.

 

Try your case with American Express Complaints team

 

If you are not satisfied with the result of the call with Customer Service, we will escalate your case to the complaint department. You can also submit your claim in writing to the complaint department. A written notification must contain a clear description of the matter and documentation confirming your information:
 

  • Description of the problem/issue; date and place of the problem/issue, inconvenience you have suffered, American Express employees or merchants’ establishments involved, etc.
  • Your expectations: the preferred way the complaint should be reviewed.
  • The preferred means of providing you with a reply; Official letter or e-mail.
  • Attachments: documents having significance for the issue/problem described.

The complaint department investigates the case and announces a decision on the matter. If you are still not satisfied, and want to try your case further, you can require that the complaint department escalates your case to the complaint officer at American Express.

 

Timeframes for resolving complaints
Your complaint will be resolved within 15 working days from its receipt.If your case can not be resolved within 15 business days, you will be notified and in such case, a final decision will be made within a total of 35 days

 

Contact details:  

Customer Service +45 70 20 44 99

Customer Service – Complaints, American Express, PO Box 355, 0900 Copenhagen C

 

Try your case at other authorities

 

If you are still dissatisfied, after your case has been tried at the complaint officer at American Express, you can contact the following authorities. You may contact these even before contacting American Express.

Try your case in these authorities

 

FINANCIAL COMPLAINTS

The Danish Complaint Board of Banking Services (Pengeinstitutankenævnet) is an industry-based appeal authority handling complaints against financial institutions (banks, saving banks and co-operative banks).

Post address: St. Kongensgade 62, 2., 1264 Copenhagen K
Website: www.fanke.dk

E-mail: sek@fanke.dk

Phone: +45 35 43 63 33

 

FORBRUG.DK

Forbrug.dk is the public consumer portal that provides information about consumer rights, including guidance as to how to submit complaints to the Consumer Complaints Board and other relevant complaints bodies.
Post address: Carl Jacobsens Vej 35, 2500 Valby

E-mail: kfst@kfst.dk

Website: www.forbrug.dk

 

COURTS

You can also bring your case to court. Some home insurances also include legal cover insurance. Contact your nearest district court for more information.

Website: www.domstol.dk

 

EU NETWORK PLATFORM

If you want to complain about a product or service you purchased online and do not want to go to court, you can raise a dispute online to get a solution. Through EU's Online Dispute Resolution platform, you can find an authority that can help resolve the dispute as a consumer or business owner. Please note that you can only use this scheme if your complaint concerns anything you have purchased online.

For more information about resolving disputes online, visit www.forbrugereuropa.dk

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