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American Express Services Europe Limited
Financial Ombudsman decision DRN-4112268 Upheld
Upheldoutcome, as published by the Ombudsman
£500redress stated in the decision
Wed Aug 16deadline to accept (not the decision date)
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
Funds blocked or frozen, Identity checks and access, Complaint handling
In the Ombudsman’s words
However, his card was blocked later the same day, which caused Mr T many difficulties.Funds blocked or frozen
Mr T has complained about the problems he encountered trying to comply with American Express Services Europe Limited’s ‘Knowing Your Customer’ (KYC) process.Identity checks and access
He is also dissatisfied with the way that it dealt with his complaint.Complaint handling
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4112268.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.