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American Express Services Europe Limited

Financial Ombudsman decision DRN-3551626 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

Card dispute or chargeback, Service failure

In the Ombudsman’s words

Ms K complains about the way American Express Services Europe Limited dealt with her in respect of her attempts to recover money she paid for flights using her American Express credit card.Card dispute or chargeback

The investigator also found that American Express had sent Ms K four letters regarding the closure of the claim, in response to her requests. She didn’t find any reason why Ms K should not have received this correspondence. She also noted that Ms K had now received the refund in question. But she did find American Express had failed to return one of Ms K’s calls, and that it could have provided a better service in terms of explaining the claim closure during its conversations with her.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3551626.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.