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American Express Services Europe Limited

Financial Ombudsman decision DRN-4404321 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

Treatment in financial difficulty, Support for vulnerable customers

In the Ombudsman’s words

The account fell into arrears in August 2021 when Mr W’s direct debit was returned unpaid.Treatment in financial difficulty

Mr W complained to AESEL. He was unhappy that his account had been transferred to a second collection agency and felt that AESEL hadn’t followed Financial Conduct Authority guidelines on dealing with vulnerable customers.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4404321.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.