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Complaints Procedures

We pride ourselves on our high quality products and customer service and take your concerns very seriously.


However, there may be times when you feel that our service has fallen below the standard you expect. If this is the case, and you wish to make a complaint, we will do our best to try and resolve the issue.


The following is a simple guide to what you should do if you wish to make a complaint and also what we will do, together with other useful information.


What should you do if you wish to make a complaint?


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.


Who should you contact if you wish to make a complaint?


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

WHO DO I CONTACT

  
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, Charge Card and Centurion Card Members
UK Executive Customer Relations
American Express, Department 333, 1 John Street,
Brighton, East Sussex, BN88 1NH
Phone: 0800 917 8047 or +44 (0)1273 696933

International Currency Card (ICC) Customers
International Currency Card (ICC) Customer Relations
American Express, Dept 45, Telecom House,
125 - 135 Preston Road, Brighton, East Sussex, BN1 6AG
Phone: 0800 032 7291 or +44 (0)1273 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
American Express, 1 John Street, Brighton, East Sussex, BN88 1NH
Phone: 0800 085 3456

  
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, 1 John Street,
Brighton, East Sussex, BN88 1NH
Phone: 0800 917 8031 or +44 (0)1273 622600

Business Travel Account (BTA) Customers
BTA Client Customer Relations
American Express, 1 John Street,
Brighton, East Sussex, BN88 1NH
Phone: 0800 917 8237 or +44 (0)1273 571571

Corporate Purchasing Solution (CPS) Customers
CPS Customer Relations
American Express, 1 John Street,
Brighton, East Sussex, BN88 1NH
Phone: 0800 917 8208 opt 1 or +44 (0)1273 607000 opt 1

V Payment Customers
UK VPayment Customer Relations
1 John Street, Brighton, East Sussex, BN88 1NH
Phone: 0800 917 8223 or +44 (0)203 027 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, 1 John Street, Brighton, East Sussex, BN88 1NH
Phone: 0800 032 7216 or +44 (0)1273 675533

  
If you are an Insurance Customer

You should initially refer to you policy documents which will have the correct points of contact or by clicking on the relevant links below:
Travel Insurance

Pet Insurance

Gadget and Possession Insurance

Identity Protection

International Health Insurance

Card Defence

If you are unable to locate the right point of contact please contact:

Insurance Exec Office
American Express Insurance Services Europe Limited,
1 John Street, Brighton, East Sussex, BN88 1NH
Phone: 0800 032 3712 or +44 (0)1273 576109
Customers with insurance benefits as part of their Card should contact:

Exec Office
American Express Services Europe Limited,
1 John Street, Brighton, East Sussex, BN88 1NH
Phone: 0800 032 3712 or +44 (0)1273 576109

  
If you are a Gift Card Customer

You should contact us using any of the following means.
Gift and Prepaid Card Customers
UK Executive Customer Relations
American Express, Department 333, 1 John Street,
Brighton, East Sussex, BN88 1NH
Phone: 01273 693 455

  
If you 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, 1 John Street ,
Brighton, East Sussex, BN88 1NH
Phone: 0800 917 8047 or +44 (0)1273 696933

  
What information do you need to provide?

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.

WHAT WE DO NEXT

  
What happens once we have received your complaint?

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 your complaint is and how much investigation we have to do.

  
What happens if we are unable to resolve your complaint by the next business day?

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.

  
What happens if we have not resolved your complaint within 4 weeks?

If 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 we will be able to respond.

  
What happens if we have not resolved your complaint within 8 weeks?

If 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 we will be able to respond. We will also advise that you may refer your complaint to the Financial Ombudsman Service.

  
What happens when we have completed our investigation?

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 STILL NOT HAPPY, IS THERE ANYTHING ELSE YOU CAN DOBack To Top

  
What can you do if you are not satisfied with our final response?

If you are not satisfied with our final response, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS)
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 023 4567 or 0300 123 9 123 and (+44) 20 7964 0500 (from abroad)
Email:Complaint.info@financial-ombudsman.org.uk
Website:www.financial-ombudsman.org.uk

  
How will the Financial Ombudsman Service help you?

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.

  
Will my complaint be eligible for investigation by the Financial Ombudsman Service?

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 for clarification. Details of the types of complaints the FOS will not consider are given on their website. www.financial-ombudsman.org.uk

Other useful Information

Call Recording

Our calls may be recorded and used for training and quality purposes.



Different formats

Where possible we try to provide information about our complaints service in different formats and adapt the way we communicate with you – depending on your needs.
For example, we can use Braille and large print.


Please let us know what your particular needs are, and we will do our best to help.