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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)

Please note the FCA PPI complaints deadline of 29th August 2019 has passed. 

If you need to check if you had a PPI policy, you can contact us but unless you can demonstrate there were exceptional circumstances which directly caused you to miss the FCA deadline, you can no longer complain about the sale or level of commission of the policy.

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)

                     

Complaining

 

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

 

If you complained, or used a claims management company/solicitor to complain to us, received on or before the 29th August and we have been able to locate a policy in your name, we will acknowledge this.

 

We endeavour to provide a final response of our investigation into your complaint within 8 weeks and will keep you informed of our progress. 

 

Please note due to the large number of complaints we received which were prompted by the deadline, our response may take longer than usual. We apologise for any delay and thank you for your patience.  

 

For complaints received post the deadline, if you can evidence why you were unable to complain in time, we will consider any exceptional circumstances.  

 

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.