Card Defence complaints procedure
We aim to provide a first class service at all times. However, if you have a complaint, in order to get your complaint dealt with as quickly and efficiently as possible, please ensure your complaint is directed to the right organisation.
If your complaint is about your product or the service you have received, please contact Intana Limited:
By post: American Express Card Defence, Intana Limited, PO Box 825, Haywards Heath, RH16 9ND. Please quote your customer number.
By email: firstname.lastname@example.org
If your complaint is about the sale of your product from American Express Insurance Services Europe Limited, please contact:
By post: American Express Insurance Executive Office, 1 John Street, Brighton, East Sussex,
We aim to deal with your complaint quickly and efficiently and endeavour to resolve your concerns by the end of three business days. In the event this is not possible, your complaint will be referred to a member of our Executive Team who will investigate and respond to your concerns.
We will send confirmation in writing within five working days that we have received your complaint, and how long it will take to investigate the matter fully. The aim of this team is to resolve the matter within four weeks; however more complex issues may take longer. Should your complaint be one of the few not resolved within this time we will keep you informed of the progress and provide you with a final response within eight weeks of your contact.
If for any reason your complaint is not resolved within eight weeks, or you feel your complaint is not resolved to your satisfaction, you have the right to refer your case to the Financial Ombudsman Service for review.
The Financial Ombudsman Service is a free independent service set up by the Financial Conduct Authority to help you settle any dispute with companies regulated by them. Their contact details are:
Financial Ombudsman Service