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American Express Services Europe Limited

Financial Ombudsman decision DRN-5383520 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

Ms A used her American Express credit card in October 2023 to pay £603.84 to a merchant for some clothing. She contacted American Express later that month because she hadn’t received all of the clothing that she’d ordered so wished to dispute £183.96 of the payment.Card dispute or chargeback

He said that American Express took too long dealing with the dispute and was unclear throughout, creating completely unnecessary inconvenience and confusion for Ms A.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5383520.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.