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American Express Services Europe Limited
Financial Ombudsman decision DRN-4376060 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Tue Jan 09deadline 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
Complaint handling, Support for vulnerable customers
In the Ombudsman’s words
Ms B was dissatisfied with AESEL’s response to her complaint and referred it to our service.Complaint handling
Ms B said she had AESEL companion travel vouchers with expiry dates of June and October 2023 which she hadn’t been able to use. In January 2023, she asked AESEL to write to its partner airline to request an extension to the vouchers on medical, compassionate and disability grounds and provided evidenceSupport for vulnerable customers
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4376060.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.