INDIA CUSTOMER GRIEVANCE REDRESSAL POLICY & PROCEDURES

(Specific for American Express Cards Issued from India, Merchants Accounts issued from India, Payment System Operations & Vendors servicing India issued Accounts)

At American Express we truly believe in providing best in class services to our customers. We aim to understand both our strengths and dissatisfies from our customer's point of view and work across our business units to meet their needs.

Our Grievance Redressal Policy focuses to improve customer satisfaction by collecting feedback from customers across all business units and action plans are put in place to address key issues (including vendor related issues) which are assigned to the relevant senior leaders to action.

We have a complaints management tool which automatically generates complaint number and allows us to automatically track the ageing of the complaint, which is then systematically reported to our Senior Management periodically. In addition the ageing of all complaints are reported and escalated to the Senior Management via an established process. Our endeavor is to ensure that all customer complaints are resolved within 30 days from the date of receipt of the Complaint. 

Insurance Complaints: 

If you have purchased an Insurance policy via American Express who acts as a corporate agent for policies underwritten by Insurance company & have any grievance related to the same, please write to us on the dedicated Grievance handling email address - Insurance.complaints@aexp.com.

Insurance complaints/Grievances will be resolved within 14 days as per IRDAI requirements. In case the Insurance Grievance is not getting resolved within 14 days, American Express will send a communication to the complainant informing about the delay and the additional time required to address the grievance.

 
If you are not satisfied with redressal of the complaint provided by us or your Insurer or if you have not received a response from us within 30 days of logging a complaint with us, you may approach the Office of IRDAI (Insurance Regulatory and Development Authority of India) for Grievance Redressal at IRDAI - https://irdai.gov.in/grievance-redressal-mechanism1
 
For Insurance claims & Insurer dependent issues we have dedicated helpline numbers and email address available with each Insurer, Click to visit the dedicated page https://www.americanexpress.com/en-in/insurance/my-protection/card-member/making-a-claim/?hub=in_insurance_make_a_claim_button

The Bank shall pay compensation to the complainant in case of failure to send updated credit information to the Credit Information Companies (CICs) by making an appropriate correction or addition or otherwise within twenty- one (21) calendar days of being informed by the complainant or a CIC. Compensation to be provided by the CICs/Bank to the complainant (for delayed resolution beyond thirty (30) calendar days of filing the complaint) shall be apportioned among the CIs/ CICs concerned proportionately.

Where the complaint has been received and registered by the Bank and there has been a delay in the solution of the complaint, the Bank shall inform the concerned CIC(s) and the complainant after the final resolution, regarding total delay (in calendar days) and the amount of compensation to be paid by the Bank and/ or CIC(s). The compensation amount shall be credited to the bank account or credit card account (In accordance with the customer preference provided in the complaint form) of the complainant within five (5) working days of the resolution of the complaint.

The complainant can approach RBI Ombudsman, under the Reserve Bank - Integrated Ombudsman Scheme, 2021, in case of wrongful denial of compensation by the Bank or CICs.

The compensation framework shall not be applicable in the following cases :
(i) disputes for which remedy has been provided under Section 18 of CICRA, 2005. The Section 18 of CICRA, 2005 provides that for disputes arising amongst, CICs, Bank, borrowers, and clients on matters relating to the business of credit information and for which no remedy has been provided under CICRA,2005, such disputes shall be settled by conciliation or arbitration as provided in the Arbitration and Conciliation Act, 1996
(ii) complaints/ references relating to (a) internal administration, (b) human resources, (c) pay and
emoluments of staff, and (d) references in the nature of suggestions and commercial decisions of the
CIC/Bank.
(iii) complaints pertaining to disputes/ grievances regarding the computation of the credit score/credit score model.
(iv) complaints that have been decided by or are already pending in other fora such as Consumer Disputes Redressal Commission, Courts, Tribunals, etc.

The various channels through which our customers can contact us for any assistance or redressal of their grievances are listed below:

Level 1: American Express Helpline

Should you require any assistance, you can contact us below:

Call Us: Call us 24x7 (toll-free) at 1800 419 3646 (number also available at the back of your Card).
Chat with us: via Mobile Messaging (24x7 support) by clicking on the Chat icon on the Amex App.
Connect at Branch: You can file a complaint in the complaint register available at our branch.
Connect Online: Complaint form available on our website.

Level 2: Manager - Executive Correspondence Unit
If you are not satisfied with the response received at our helpline, you can escalate your grievance at the below-mentioned address.
Please note that the contact information below is purely for grievance redressal escalation. For general inquiries, customers may reach out to us through our customer service channels (Contact Us) 

Call Us: +91 124 6702523 (Monday to Friday 8:30 am to 5:00 pm)
Email Us: Manager-Customerservicesindia@aexp.com
Write to Us: American Express Banking Corp.
Cyber City, Tower C, DLF Bldg. No. 8
Sector 25, DLF City Phase II
Gurgaon – 122002 (Haryana)

Level 3: Head of Customer Service
For further escalation of grievances:

Call Us: +91 124 6702527 (Monday to Friday, 8:30 am to 5:00 pm)
Email Us: Head-Customerservicesindia@aexp.com
Write to Us: Ms. Priyameet Kaur
American Express Banking Corp.
Cyber City, Tower C, DLF Bldg. No. 8
Sector 25, DLF City Phase II
Gurgaon – 122002 (Haryana)

Level 4: Nodal Officer

Call Us: +91 124 6702386 (Monday to Friday, 8:30 am to 5:00 pm)
Email Us: AEBCNodalOfficer@aexp.com
Write to Us: Ms. Garima Chandel
American Express Banking Corp.
Cyber City, Tower "C", DLF Bldg. No. 8
Sector 25, DLF City Phase II
Gurgaon – 122002 (Haryana)

Level 5: Principal Nodal Officer

Call Us: +91 124 6702638 (Monday to Friday, 8:30 am to 5:00 pm)
Email Us: pnoindia@aexp.com
Write to Us: Mr. Ashish Pandey
American Express Banking Corp.
Cyber City, Tower "C", DLF Bldg. No. 8
Sector 25, DLF City Phase II
Gurgaon – 122002 (Haryana)

Level 6: Banking Ombudsman Scheme

If you are not satisfied with redressal of the complaint provided by the Bank or if you have not received a response from the Bank within one month (i.e., 30 days) of logging a complaint with us, you may approach the Office of the Banking Ombudsman for grievance redressal. The complaint can be made to the Office of the Banking Ombudsman with the complete transaction and other requisite details. (The 30-day period will be reckoned after all the necessary information sought from the customer has been received) Click here for salient features / details on the Integrated Banking Ombudsman Scheme.

Integrated Banking Ombudsman Contact Details:
Toll-Free Number: 14448 (9:30 am to 5:15 pm)
Link to log a complaint: https://cms.rbi.org.in
Address: Centralised Receipt and Processing Centre (CRPC),
Reserve Bank of India
4th Floor, Sector 17
Chandigarh – 160017

Complaints Analysis for FY 2022 – 2023: Click here

Complaints Analysis for FY 2023 – 2024: Click here

Complaints Analysis for FY 2024 – 2025: Click here

Details of Senior Management of the Bank

American Express Banking Corp.

Cyber City, Tower C, DLF Bldg No.8

Sector 25, DLF City Ph-II

Gurgaon – 122002 (Haryana)