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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 DO I CONTACT

Our aim is to resolve your complaint as quickly as possible. To enable us to do this, please provide your name and contact telephone number, account / membership / merchant / policy number, and full details of your complaint, along with any relevant documentation. Please use the below information to identify how to contact the relevant department for your complaint.



PRODUCT Contact Us
CONSUMER CARDS

  • Personal Credit Card
  • Personal Charge Card
  • Small Business Card
  • International Currency Card
  • Gift Card
UK Executive Customer Relations

American Express
Department 333
1 John Street
Brighton
East Sussex
BN88 1NH

0800 917 8047 or +44 (0)1273 696933
PAYMENT PROTECTION INSURANCE (PPI) UK Executive Customer Relations

American Express
Department 333
1 John Street
Brighton
East Sussex
BN88 1NH

0800 032 3712 or +44 (0)1273 576109

AmexPPI@aexp.com
OTHER INSURANCE CUSTOMERS

If you hold an American Express Insurance product, you should initially refer to your policy documents which will have the correct points of contact. Alternatively, please follow the links provided in the next column.
Travel Insurance

Pet Insurance

Gadget and Possession Insurance

Identity Protection

International Health Insurance

Card Defence

Insuranceexec@aexp.com
CORPORATE CARDS

  • Corporate Card
  • Business Travel Account (BTA)
  • Corporate Purchasing Solution (CPS)
  • V Payment
  • Gift Card
American Express
1 John Street
Brighton
East Sussex
BN88 1NH
0800 917 8047 or +44 (0)1273 696933

Business Travel Accounts (BTA):
0800 917 8237 or +44 (0)1273 571571

Corporate Purchasing Solution (CPS):
0800 917 8208 opt 1 or +44 (0)1273 607000 opt 1

V Payment:
0800 917 8223 or +44 (0)203 027 3252
MERCHANT ACCOUNTS Merchant Customer Relations

American Express Payment Services Limited
Merchant Services
1 John Street
Brighton
East Sussex

0800 032 7216
FX INTERNATIONAL PAYMENTS CUSTOMERS FX International Payments Customer Relations

American Express
1 John Street
Brighton
East Sussex
BN88 1NH

0800 085 3456

FXIP.Customer.Relations@aexp.com

  
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 end of three business days following receipt of your complaint, confirming its resolution in writing to you. 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 end of three business days?

Within 5 business days of receiving your original complaint we will write and confirm receipt, provide you with details on our Complaint Handling procedures 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

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.