Not upheld: financial support plan terms and credit file impact complaint against American Express Services Europe Limited (AESEL)

Decision detail

Summary

Miss M, who stopped working due to physical and mental health issues and had reduced income to Statutory Sick Pay, contacted AESEL on 29 November 2025 requesting financial support. AESEL offered a Regain plan with frozen interest and charges to be managed by a debt collection agency, and the agent explained that a default notice would be issued and the account would be referred to a debt collection agency. Miss M agreed to proceed but later complained that she understood the account would be frozen for 12 months without required payments and was not expecting a default. The ombudsman reviewed the online chat and found that the agent had clearly explained all terms of the Regain plan, including the default and debt collection agency referral, and that Miss M had confirmed acceptance. The complaint was not upheld as AESEL responded appropriately and made no error.

The Ombudsman's reasoning

The ombudsman reviewed the online chat from 29 November 2025 and found that the AESEL agent clearly explained the Regain plan, including that a default notice would be issued, the account would be closed, interest and charges would be frozen, and the account would be referred to a debt collection agency. The agent also explained that a long-term support plan could impact Miss M's credit file. Miss M confirmed acceptance of the plan after the agent finished explaining it. The ombudsman was satisfied that AESEL responded appropriately to Miss M's circumstances, gathered information about her financial position, signposted her to third-party organisations, and offered a suitable plan that was clearly explained. The ombudsman found no error or unfair treatment.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website