Not upheld: account administration, service failure, cashback tracking and calculation complaint against American Express Services Europe Limited (AESEL)

Decision detail

Summary

Mr X complained about AESEL's administration of his credit card account, specifically his inability to track additional cashback under the V plan and the lack of clear explanations from customer service. After multiple contacts over several months, AESEL eventually corrected the registration issue and credited cashback amounts totalling approximately £73, along with £150 compensation. The ombudsman found that while AESEL's service fell short of expected standards, Mr X ultimately received more cashback than he was entitled to under the plan terms and suffered no financial loss, making the compensation and credits already provided a fair resolution.

The Ombudsman's reasoning

While AESEL's handling fell short of expected standards with delays in providing clear information and resolving the issue, Mr X ultimately received more cashback than entitled to under the plan terms and suffered no financial loss. The compensation of £150 paid in May 2025, combined with the additional cashback credits, represented a fair and reasonable resolution for the trouble and upset caused, even though the issue continued after final responses were issued.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website