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American Express Services Europe Limited
Financial Ombudsman decision DRN-4734658 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Wed Jul 24deadline 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, Service failure
In the Ombudsman’s words
Mr P complained, but the first staff member who dealt with him (via an online chat platform) initially failed to understand his complaintComplaint handling
the staff member misunderstood what points Mr P was referring toService failure
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4734658.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.