Not upheld: service failure, incorrect advice, compensation dispute complaint against American Express Services Europe Limited (AESEL)

Decision detail

Summary

Mr K complained to AESEL about delays in receiving a £2284.51 credit balance refund and incomplete compensation. AESEL initially advised the refund would be processed within 3 working days but later required bank statement documentation, which had not been mentioned in the initial call, causing a delay until 3 October 2025. AESEL acknowledged the service errors and offered £100 compensation, later stating £125 would be sent, but Mr K received only £100. The ombudsman found AESEL's documentation requirement was fair and in line with its policies and terms, and determined that Mr K had received total compensation of £165 (£100 cheque plus £30 and £35 credit adjustments) exceeding the promised £125, therefore not upholding the complaint.

The Ombudsman's reasoning

The ombudsman found that while AESEL made errors in its initial advice regarding timescale and documentation requirements, these errors were acknowledged and compensated. The ombudsman determined that AESEL's requirement for bank statement documentation was fair and reasonable as it was in line with the firm's policies, procedures, and the account terms and conditions which Mr K had agreed to. Regarding compensation, the ombudsman found that Mr K had received total compensation exceeding the promised £125 through the combination of the £100 cheque and credit adjustments of £30 and £35, resolving the complaint fairly.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website