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American Express Services Europe Limited

Financial Ombudsman decision DRN-2970704 Not upheld

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Payment delayed or failed, Complaint handling

In the Ombudsman’s words

Mrs P complains that American Express Services Europe Limited (Amex) failed to return a refund made into her credit card account in a timely and professional manner.Payment delayed or failed

Mrs P says Amex then for some unknown reason issued two separate final response letters from two separate individuals, although no formal complaint had been lodged at that time, which created confusion and resulted in unnecessary time spent in sending various correspondence.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2970704.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.