Not upheld: Complaints handling failures complaint against American Express Payment Services Limited

Decision detail

Summary

Mr C complained about AEPSL's service after being given incorrect information during a call requesting a refund transfer between credit cards. The initial agent advised the request would be actioned, but AEPSL's back office rejected it and explained that credit balances cannot be transferred between cards. AEPSL subsequently transferred the balance to Mr C's current account and paid £50 compensation. The ombudsman found that while AEPSL made an initial error, it identified and corrected the mistake within a reasonable timeframe and the compensation was fair, so the complaint was not upheld.

The Ombudsman's reasoning

The ombudsman acknowledged that AEPSL made an error by providing incorrect advice during the initial call. However, the firm identified this error and took corrective steps within a reasonable timeframe by sending an explanatory letter and offering alternative solutions. The ombudsman was satisfied that AEPSL acted reasonably in explaining why the requested transfer was not possible and providing available options. The £50 compensation already paid was considered fair and reasonable for the frustration and inconvenience caused.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website