Not upheld: account closure notification and procedure complaint against American Express Services Europe Limited

Decision detail

Summary

Mr N complained that American Express closed his credit card account without adequate notice after 12 months of inactivity. Amex provided notice of termination in Mr N's September and October 2025 statements, offering 50 days to prevent closure by making a purchase. Mr N argued Amex should have done more to notify him since he wasn't using the card and had no reason to check statements. The ombudsman found that Amex's terms and conditions clearly stated notices would be sent via statements and customers must check them, making Mr N responsible for reviewing his statements. The complaint was not upheld as Amex acted fairly within their contractual obligations.

The Ombudsman's reasoning

Amex clearly communicated in their terms and conditions that notices would be sent via statements and that customers must check each statement. The Notice of Termination was properly included in two consecutive statements, providing the required two months' notice and an opportunity to prevent closure. Although Mr N may not have had reason to check statements due to inactivity, he agreed to the terms making it his responsibility to do so. Amex acted fairly within their contractual rights and regulatory obligations.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website