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
|
Global Customer Research and Solutions American Express Department 333 1 John Street Brighton East Sussex BN88 1NH |
| 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. |
Global Customer Research and Solutions 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
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
This includes requests for Braille, large print and customers who are
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
|
| 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 which could be our insurance partners. Alternatively you can contact: Global Customer Research and Solutions American Express Department 333 1 John Street Brighton East Sussex BN88 1NH Telephone: 08000 327410 (Mon-Fri 9am-5pm) |
CORPORATE CARDS
|
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 |
If you are unsure who to contact in the first instance please contact the UK Executive Customer Relations Team and they will direct your complaint as appropriate.
Consumer Credit and Charge Card Members
UK Executive Customer Relations
American Express, Department 333, 1 John Street ,
Brighton, East Sussex, BN88 1NH
Phone: 0800 917 8047 or +44 (0)1273 696933
We aim to resolve your complaint as quickly as possible and would therefore appreciate it if you could provide:
- Full details of your complaint and any relevant documentation
- Your name and contact telephone number
- Account, membership, merchant or policy number.
WHAT WE DO NEXT
We will attempt to make contact with you via telephone by close of business on the third working day from receipt of your complaint, however, this may not always be possible. Nevertheless, you will receive a written acknowledgement of your complaint via email or letter which contains your complaint reference. The time it takes will depend on how complex your complaint is and how much investigation we have to do.
Within three business days of receiving your original complaint we will write and confirm receipt, provide you with details on our Complaint Handling procedures and confirm the contact details of the Complaints Department investigating your complaint.
If our investigations are concluded at this stage we will also provide you with our final written response. This will present full details of our investigation and confirmation of whether your complaint has been upheld or declined together with any appropriate redress or resolution. We will also provide you with information relating to the Financial Ombudsman Service and their explanatory leaflet if applicable.
If 15 business days from receipt of your original complaint our investigations are ongoing and we are unable to resolve the matter we will write and inform you to this effect and advise when we anticipate we will be able to respond.
If 35 business days from receipt of your original complaint our investigations are ongoing and we are not yet able to resolve the matter we will write and inform you to this effect and advise when we anticipate we will be able to respond. We will also advise that you may refer your complaint to the Financial Ombudsman Service if applicable.
What happens if my complaint is about insurance?
Please note, for complaints relating to general insurance, including insurance that is provided as a benefit of your Card Account, it may take up to eight weeks from the receipt of your original complaint for us to provide you with our final response. We will acknowledge your complaint and keep you updated as to the progress of our investigation of your complaint.
Upon conclusion of our investigation we will provide you with our final response in writing. This will present details of our investigation, confirmation of whether your complaint has been upheld or declined, together with appropriate redress or resolution. We will also provide you with information relating to the Financial Ombudsman Service and their explanatory leaflet if applicable.
IF YOU ARE STILL NOT HAPPY, IS THERE ANYTHING ELSE YOU CAN DO
If you are not satisfied with our final response, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS)
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 023 4567 or 0300 123 9 123 and (+44) 20 7964 0500 (from abroad)
Email:Complaint.info@financial-ombudsman.org.uk
Website:www.financial-ombudsman.org.uk
If your complaint is eligible for further investigation, the FOS will listen to what you say and will listen to what we say and look at all the facts. If they think we have treated you fairly, they will tell you why. If they don't think we have treated you fairly, they can make us put things right for you.
Whilst the majority of complaints are eligible for further investigation by the FOS, it is important that you are aware this does not apply in every instance. If you are in any doubt about whether your complaint is eligible for further investigation you should contact the FOS direct for clarification. Details of the types of complaints the FOS will not consider are given on their website. www.financial-ombudsman.org.uk
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.