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American Express Services Europe Limited

Financial Ombudsman decision DRN-4561623 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

Account closed or refused, Service failure

In the Ombudsman’s words

Mr D complains that American Express Services Europe Limited (AESEL) unfairly closed his account after he had sent the information it had requested.Account closed or refused

I also find that Mr D should be compensated for not being provided with the service he should have when trying to meet the KYC requirements.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4561623.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.