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American Express Services Europe Limited

Financial Ombudsman decision DRN5639143 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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

It was incumbent on American Express to treat Mr C fairly in light of his vulnerability.Support for vulnerable customers

It’s clear that there were significant shortcomings in the service that American Express provided Mr C with when he called on 21 January.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5639143.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.