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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 within three business days, confirming its resolution in writing to you. 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 not satisfied with our decision, 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 communication to you.


Call 0300 123 9 123. Please note 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.


Should you wish to do so, you can raise a complaint online via the European Online Dispute Resolution platform. Complaints raised via this platform will be transmitted to the Financial Ombudsman Service, who will handle the complaint.

How we resolve our complaints

A summary of the complaints data we have provided to the Financial Conduct Authority relating to the first half of 2016 is set out in the three tables below.


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


Number of Complaints Opened
Number of Complaints Closed
Complaints Closed Within 8 Weeks (%)
Closed Complaints Upheld Against the Firm(%)*
1,800
1,839
91%
42%

To put these figures into context, we received approximately 1 complaint per 883 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(%)*
111
108
100%
33%

To put these figures into context, we received approximately 1 complaint per 14,212 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(%)*
1,987
1,832
95%
58%

To put these figures into context, we received approximately 1 complaint per 83 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.