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How we handle complaints

American Express has over 160 years of providing excellent customer service. If you have a complaint we’ll seek to resolve it immediately. If this isn’t possible, we’ll write to you within 5 working days acknowledging your complaint. We will then investigate your grievance providing you with an update after 4 weeks if we have not already written to you with our final response.

If you’re still not satisfied, or it takes more than 8 weeks to resolve your complaint, you can take your case to the Financial Ombudsman Service.


Financial Ombudsman Service

You should contact the Financial Ombudsman Service within six months of the date on our final letter to you.

Call 0800 0 234 567 free for people phoning from a landline.

Or 0300 123 9 123 free for mobile users (who pay a monthly charge for calls to numbers starting 01 or 02).

Or write to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.

More about the Financial Ombudsman Service 

Our complaint procedures don’t affect any right of legal action you may have against the Insurer or us.


How we resolve our complaints

A summary of our general insurance, pure protection and No Additional Charge (NAC) insurance complaints handling data provided to the Financial Conduct Authority for the first half of 2015 is set out in the table below. This shows the volume of complaints that American Express Insurance Services Europe Limited has received and handled over the six month period from 1 January 2015 to 30 July 2015.


Number of complaints opened

Number of complaints closed

Complaints closed within 8 weeks (%)

Closed complaints upheld against the firm (%)*





To put these figures into context:

We received approximately 1 complaint per 816 people to whom we provide insurance cover for. These include general insurance and pure protection policies and No Additional Cost (NAC) benefits for our Cardmembers (provided under group policies of insurance).

*Complaints upheld against the firm refer to the percentage of complaints that American Express Insurance Services Europe Limited has found in the customers favour either in whole or part.


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