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American Express Services Europe Limited

Financial Ombudsman decision DRN-3772973 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

AESEL has the ability to approach the holiday company for a partial refund, but it didn’t initially do this. Instead AESEL tried to recover all the money Mrs B had paid. This was incorrectCard dispute or chargeback

I think AESEL unnecessarily delayed Mrs B’s section 75 claim and caused a fair degree of inconvenience during the calls.Service failure

Rules cited

Consumer Credit Act 1974

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3772973.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.