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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. 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 second half of 2015 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(%)*
2,191
2,270
96%
39%

To put these figures into context, we received approximately 1 complaint per 685 Cardmembers who hold a consumer credit product.

Complaints received by American Express Services Europe Limited and American Express Insurance 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(%)*
148
161
100%
19%

To put these figures into context, we received approximately 1 complaint per 9,981 Cardmembers who hold a NAC policy benefit with their Card.


*Please note, NAC benefits were provided by American Express Insurance Services Europe Limited until November 2nd 2015. As of November 3rd 2015 this transferred to American Express Services Europe Limited.

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(%)*
1,994
2,440
94%
42%

To put these figures into context, we received approximately 1 complaint per 99 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.