Not upheld: removal of promotional benefit / unfair treatment complaint against American Express Services Europe Limited
Financial Ombudsman decision DRN-6106270 of 2026-05-08T00:00:00+00:00. removal of promotional benefit / unfair treatment complaint against American Express Services Europe Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-6106270 |
|---|---|
| Decision date | 2026-05-08T00:00:00+00:00 |
| Firm | American Express Services Europe Limited |
| Product | credit card |
| Claim type | removal of promotional benefit / unfair treatment |
| Outcome | Not upheld |
| Remedy | None |
Summary
Miss B, a long-standing AMEX cardholder since 2016, earned 18,000 points through the referral programme in October 2025 but was subsequently denied access to use the programme again. AMEX refused to provide a specific reason, citing only 'internal factors'. The ombudsman found the removal was fair and consistent with the programme terms, which permit eligibility decisions based on credit rating and account history, and upheld AMEX's decision despite Miss B's frustration.
The Ombudsman's reasoning
The ombudsman noted that while it is not the service's role to interfere with commercial decisions, it can assess whether a firm has applied its decisions fairly. The referral programme terms explicitly state that eligibility is based on credit rating and account history. AMEX shared confidential information with the ombudsman that justified the decision in line with the programme terms.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| American Express Services Europe Limited, all decisions | 1,312 | 22% |
Source
Read the original decision on the Financial Ombudsman Service website