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American Express Services Europe Limited

Financial Ombudsman decision DRN-5851415 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

I uphold Mr P’s complaint regarding the level of support he receivedTreatment in financial difficulty

Mr P sought an ombudsman’s decision, saying Amex had failed to support him as a vulnerable customer.Support for vulnerable customers

Rules cited

FCA Consumer Duty (PRIN 2A), FCA CONC (Consumer Credit sourcebook)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5851415.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.