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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)

PPI is a common term for insurance that protects repayments in certain situations.

American Express sold PPI, the American Express Repayment Protection Plan, on Credit Card products only. It may also have shown as Creditor Insurance on your statements. However, for ease of reference, we use the term PPI on this page to refer to the policies we sold.

Our cover was designed to help repay your Credit Card in circumstances including death, disability, involuntary unemployment and other specified life events, as per the plan chosen and terms of the policy.

PPI was never sold on our Charge Card products which require payment in full each month.

If you had a Credit Card with American Express and unsure whether you purchased PPI, or concerned as to how the cover was sold, you can contact us directly.

Remember, the PPI complaint deadline is 29 August 2019.

UK Executive Customer Relations Contact Details

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

Telephone: 0800 032 3712, +44 (0)1273 576109 (Mon-Fri 9am-5pm)

                     or 0800 917 8047

Email: AmexPPI@aexp.com

 

Checking

 

If you are unsure whether you had a PPI policy,
you can contact us to check. If your check comes back positive
and you wish to make a complaint about its sale or if a high level of
commission was included in the price you paid for PPI, you can then move to complain. 

 

You must allow 8 weeks for your PPI check to be completed. We will let you know whether you had PPI on any Credit Cards.

 

Please note, for checking enquiries received between 29th June and 29th August 2019, we will automatically raise a complaint on your behalf where we locate a policy in your name.

In order for us to investigate your complaint fully, you may be required to provide additional information.

 

Complaining 

 

The Financial Conduct Authority (FCA) is the financial regulatory body in the UK and has set a deadline of 29 August 2019 for submitting
complaints regarding the sale of PPI policies
. They also provide
information on PPI complaints and the deadline, which can be viewed by visiting the FCA website www.fca.org.uk/PPI

 

The same contact details for checking can be used to make a complaint. Due to the deadline, it is important to remember:

  • Post - allow enough time for the complaint to reach your provider
    before the 29 August 2019
  • If a check has already been submitted post June 29th 2019 and we have been able to locate a policy in your name, we will have proactively raised a complaint on your behalf
  • Telephone - be aware that phone lines may be busier as the deadline approaches and we would encourage you to contact as early as possible

Can I contact you directly or do I need to use a Claims Management Company?

 

There is no need to use a Claims Management Company (CMC) or a solicitor to make your complaint. CMCs and solicitors are likely to charge you a fee for their services. We will assess your complaint in
exactly the same way and you won't be charged any fees.

 

Additional support

 

We strive to offer means to support the needs of all our customers and
make reasonable adjustments to accommodate any special circumstances. If you feel that you require special provisions or additional support, please do not hesitate to contact us.

 

This includes requests for Braille, large print and customers who are
hard of hearing.

 

Further information can also be found here.

 

Relationship with American Express

 

We value the relationship with our Cardmembers.

 

Please be assured that checking or making a complaint
will not adversely affect your relationship with American Express, and will have no impact on your credit history or your ability to get financial products from us in the future.

 

 

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 you can contact:

UK Executive Customer Relations

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

0800 032 3712 or +44 (0)1273 576109

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

WHAT WE DO NEXT

IF YOU ARE STILL NOT HAPPY, IS THERE ANYTHING ELSE YOU CAN DO

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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.