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American Express Services Europe Limited

Financial Ombudsman decision DRN-6281193 Not 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

Credit file reporting, Support for vulnerable customers

In the Ombudsman’s words

Mr A’s complaint has been assessed by one of our investigators. He thought that American Express had treated Mr A fairly when he cancelled and later tried to reinstate his credit card account. But he agreed that the information Mr A had been given about when he could re-apply was incorrect. The investigator noted that American Express had confirmed that the second application wouldn’t have resulted in a hard search being recorded on Mr A’s credit file.Credit file reporting

Mr A has told us that he suffers from a mental health condition that means he can become more anxious over matters than might be the case for other consumers.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6281193.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.