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American Express Payment Services Limited

Financial Ombudsman decision DRN-3190573 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

Complaint handling, Service failure

In the Ombudsman’s words

Amex investigated and agreed that they had made errors in particular they accepted they hadn’t correctly captured fraud information, they had given inaccurate information on at least three occasions and they failed to call Mr O back when they had promised to.Complaint handling

I have considered the £150 compensation that Amex offered for the failures in customer service experienced by Mr O.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3190573.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.