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American Express Services Europe Limited

Financial Ombudsman decision DRN-4506827 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, Complaint handling

In the Ombudsman’s words

AESEL raised a chargeback, but the merchant defended it on the basis it had proof of delivery.Card dispute or chargeback

AESEL apologised for not raising complaints for Mr P; for not calling him back when promised; and for leaving him on hold for long periods.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4506827.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.