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American Express Services Europe Limited
Financial Ombudsman decision DRN9958539 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£100redress stated in the decision
Wed Mar 11deadline 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
In the Ombudsman’s words
American Express made a chargeback claim for the full amount paid by Mr F and did not send its final response to him until more than six months later. I consider that it did not properly address his complaint and that it should have responded to him sooner that it did.Complaint handling
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9958539.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.