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American Express Services Europe Limited
Financial Ombudsman decision DRN5578766 Not upheld
Not upheldoutcome, as published by the Ombudsman
£268redress stated in the decision
Thu Dec 18deadline 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
Card dispute or chargeback, Service failure
In the Ombudsman’s words
Mr D paid £945.54 for a holiday using his American Express card. He did not consider that the holiday was of an acceptable standard so he complained to the holiday provider which refunded £134 to him. He then complained to American Express under section 75Card dispute or chargeback
American Express accepts that the customer service that Mr D has received has not been acceptable and it has credited a total of £250 to his account and refunded £2.90 of interest.Service failure
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5578766.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.