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How We Handle Complaints

American Express has over 160 years of providing excellent customer service. If you have a complaint we’ll seek to resolve it immediately. If this isn’t possible, we’ll write to you within 5 working days acknowledging your complaint. We will then investigate your grievance providing you with an update after 4 weeks if we have not already written to you with our final response.


If you would like to make a complaint about a product or service provided by American Express in the UK, please refer to our Complaints Procedures


If you’re still not satisfied, or it takes more than 8 weeks to resolve your complaint, you can take your case to the Financial Ombudsman Service.

Financial Ombudsman Service

You can contact the Financial Ombudsman Service at any time following the receipt of our final letter to you.


Call 0300 123 9 123 calls to this number cost no more than calls to 01 and 02 numbers. If calling from outside the UK, call +44 20 7964 0500.


Or write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR.


Alternatively email: complaint.info@financial-ombudsman.org.uk


Click here to find out more about the Financial Ombudsman Service


Our complaint procedures don’t affect any right of legal action you may have against the Insurer or us.

How we resolve our complaints

A summary of the complaints data we have provided to the Financial Conduct Authority during the first half of 2015 is set out in the three tables below.


Complaints received by American Express Services Europe Limited related to consumer credit:


Number of Complaints Opened
Number of Complaints Closed
Complaints Closed Within 8 Weeks (%)
Closed Complaints Upheld Against the Firm*
1,942
1,787
90%
36%

To put these figures into context, we received approximately 1 complaint per 519 Cardmembers who hold a consumer credit product.

Complaints received by American Express Services Europe Limited related to general insurance and pure protection (No Additional Cost (NAC) benefits) for Cardmembers:


Number of Complaints Opened
Number of Complaints Closed
Complaints Closed Within 8 Weeks (%)
Closed Complaints Upheld Against the Firm*
182
176
96%
29%

To put these figures into context, we received approximately 1 complaint per 8,115 Cardmembers who hold a NAC policy benefit with their Card.

Complaints received by American Express Insurance Services Europe Limited related to general insurance and pure protection:


Number of Complaints Opened
Number of Complaints Closed
Complaints Closed Within 8 Weeks (%)
Closed Complaints Upheld Against the Firm*
2,089
1,617
54%
32%

To put these figures into context, we received approximately 1 complaint per 89 Customers who hold a general insurance or pure protection policy.


* “Complaints Upheld Against the Firm” refers to the percentage of complaints that we have found in the customer’s favour, either in whole or part.