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 five business days acknowledging your complaint. We will then investigate your grievance providing you with an update after 15 business days if we have not already written to you with our final response. In exceptional circumstances, we may take longer than 15 business days, but we will notify you of this and provide the reasons for the delay in addition to when we expect to resolve your complaint.

If your complaint is about insurance, either sold separately or as a benefit of your Card Account, we will acknowledge your complaint within five business days but have up to eight weeks to provide you with a final response. We endeavour to investigate and resolve all complaints in a timely manner, and we will keep you updated if there are any delays. If your complaint is regarding an element of your insurance that is not handled by American Express, we will forward it to the relevant party promptly and write to you to let you know. 

Making a complaint to American Express

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 35 business days to resolve your complaint, you may be eligible to take your case to the Financial Ombudsman Service. 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.

Financial Ombudsman Service

You can contact the Financial Ombudsman Service at any time following the receipt of our communication to you to see if your complaint is eligible for further investigation.
Call 0800 023 4 567. 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 2024 is set out in the tables below.

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

Complaints received by American Express Services Europe Limited related to general insurance and pure protection (No Additional Cost (NAC) benefits) for Cardmembers: