Not upheld: Service failures generally complaint against American Express Payment Services Limited
Financial Ombudsman decision DRN-4275695 of 2023-11-24T00:00:00+00:00. Service failures generally complaint against American Express Payment Services Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-4275695 |
|---|---|
| Decision date | 2023-11-24T00:00:00+00:00 |
| Firm | American Express Payment Services Limited |
| Product | Credit card |
| Claim type | Service failures generally |
| Outcome | Not upheld |
| Remedy | None |
Summary
Mr C complained about the service received when calling AEPSL to request a £100 transfer from his credit card to his current account. He was unhappy about the long wait to speak to an agent and the agent placing him on hold for 5-7 minutes to contact a closed complaints department. While the ombudsman found that the agent should have known the complaints department opening times, it determined that the overall call handling was fair and reasonable, the agent was not rude or unhelpful, and the total call duration was acceptable. The complaint was not upheld.
The Ombudsman's reasoning
While the ombudsman acknowledged that the agent should have known the complaints department opening times and that this fell below expected customer service standards, the overall call handling was fair and reasonable. The agent was not rude or unhelpful, and the total call duration of 8 minutes was not unreasonable. Other calls between the parties were also handled fairly and reasonably.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| American Express Payment Services Limited, all decisions | 33 | 33% |
| Service failures generally, all decisions | 32,767 | 33% |
| Credit card, all decisions | 25,870 | 22% |
Source
Read the original decision on the Financial Ombudsman Service website