American Express UK
Card issuer. Products & services: Credit Cards.
Updated: 3 August 2026
Company Overview
- Industry
- Charge and credit card issuer / payment network
- Parent company
- American Express Company (NYSE: AXP)
- Regulator
- Financial Conduct Authority (FRN 661836)
- Ombudsman
- Financial Ombudsman Service
- Founded
- 1850 (American Express Company)
- Legal entity
- American Express Services Europe Limited (company no. 01833139, FRN 661836)
- 4.29Complaints per 1,000 accounts (banking & credit cards)
- 81%Complaints closed after 3 days but within 8 weeks
What customers complain about
Most complaints about American Express in the UK concern its banking and credit card products rather than insurance. Common themes reported by cardholders include disputed transactions and chargeback handling, Section 75 claims (available only on Amex credit cards, not charge cards), account or credit-limit decisions, rewards and fees, and servicing of foreign-exchange and merchant products. FCA firm-level data shows Amex opened 14,708 banking and credit card complaints in the second half of 2025, upholding about a third of them. Amex operates separate complaint channels for consumer, corporate, merchant and FX customers; a complaint that isn't resolved to your satisfaction can be taken to the Financial Ombudsman Service.
Complaint categories
- 1Disputed transactions and chargeback
Complaints about unauthorised, incorrect or disputed charges and how Amex handles chargeback claims. Amex generally requires chargeback disputes to be raised via its website on a desktop rather than the app.
Amex's banking and credit card products account for the overwhelming majority of its FCA-reported complaints (14,708 of 14,814 opened in 2025 H2). - 2Section 75 claims and charge vs credit cards
Disputes over joint liability for faulty goods or breaches of contract. Section 75 applies to Amex credit cards for purchases of £100–£30,000, but not to Amex charge cards, which sit outside the Consumer Credit Act.
MoneyHelper and UK Finance confirm charge cards are not covered by Section 75; reported, not company-published, as a recurring theme. - 3Account, credit-limit and rewards decisions
Complaints about credit decisions, fees, and Membership Rewards handling on consumer and small-business cards.
About a third of Amex's banking and credit card complaints were upheld in 2025 H2 (33%).
Latest statistics
- 14,708Complaints opened (banking & credit cards)2025 H2 (Jul–Dec 2025)
- 81%Complaints closed after 3 days but within 8 weeks2025 H2 (Jul–Dec 2025)
FCA firm-level complaints data for American Express Services Europe Limited (FRN 661836). Figures are for banking and credit cards unless stated. The 'per 1,000' figure is the FCA context measure (complaints per 1,000 accounts). Most recent full period is 2025 H2 (1 July–31 December 2025), with 2025 H1 shown for comparison.
Contact methods
- Amex Customer Services (consumer cards) / raise a complaint0800 917 8047 or +44 (0)1273 696933
- Executive Customer Relations (written complaints)Write to: American Express, Department 333, 1 John Street, Brighton, East Sussex, BN88 1NH.
- Financial Ombudsman Service (escalation)0800 023 4567 or 0300 123 9 123
Complaint journey
- 1
Raise it with Amex Customer Services
Contact Amex first by phone or secure message.
Typical responseSame or next business dayWhat happens
Contact Amex Customer Services on 0800 917 8047 (or +44 (0)1273 696933 from abroad), or send a secure message from your online account. Give your name, contact number, account/membership number and full details of the problem. Amex aims to resolve straightforward complaints within three business days.
- 2
Amex acknowledges your complaint
If it can't be fixed quickly, Amex writes to confirm it is investigating.
Typical responseWithin 5 business daysWhat happens
If Amex cannot resolve the complaint within three business days it writes to you, usually within five business days, acknowledging the complaint, giving a reference and explaining its procedure. Written complaints can be sent to American Express, Department 333, 1 John Street, Brighton, BN88 1NH.
- 3
Investigation and progress update
Amex investigates and updates you if it is still open.
Typical responseUpdate by 15 business daysWhat happens
Amex investigates and, if it has not already sent a final response, provides a written update by around 15 business days. For separate products (corporate cards, merchant accounts, foreign-exchange payments) the complaint is handled by the relevant team, sometimes with its own contact number.
- 4
Final response
Amex sends its decision (its 'final response').
Typical responseWithin 8 weeksWhat happens
Amex issues a final response setting out its decision. Its own timeline points customers to the Financial Ombudsman if a complaint takes more than 35 business days; the FCA's rules give firms up to eight weeks to send a final response for most complaints.
- 5
Escalate to the Financial Ombudsman Service
If you're unhappy or eight weeks pass, go to the free ombudsman.
Typical responseWithin 6 months of final responseWhat happens
If you are unhappy with Amex's final response, or eight weeks pass without one, you can refer the complaint free of charge to the Financial Ombudsman Service (0800 023 4567). You must normally do so within six months of the date of Amex's final response. The Ombudsman is independent and can direct Amex to put things right.
Response times
American Express aims to resolve straightforward complaints by the end of the third business day. If it cannot, it writes to acknowledge the complaint (usually within five business days) and, if still open, provides an update by around 15 business days. Amex's published procedure directs customers to the Financial Ombudsman if a complaint takes longer than 35 business days; this sits within the FCA's statutory backstop of eight weeks for a final response. General insurance complaints can take up to eight weeks. In 2025 H2, Amex closed 18% of its banking and credit card complaints within three business days and a further 81% after three days but within eight weeks (FCA firm-level data).
If your complaint isn’t resolved
If American Express UK can’t put things right, you can escalate — free of charge — to an independent body:
Recent news
- 16 January 2025
American Express Company agreed to pay about $230 million to settle US Department of Justice allegations of deceptive marketing of cards and wire-transfer products to small businesses (conduct dated 2014–2021).
Read more
Earlier cases
- 20 May 2021
Historic: The UK Information Commissioner's Office fined American Express Services Europe Limited £90,000 for sending more than four million marketing emails to customers who had opted out, in breach of PECR (conduct 2018–2019).
Read more
Know your rights
- Section 75, Consumer Credit Act 1974
Makes Amex jointly liable with the retailer for breach of contract or misrepresentation on a single purchase costing over £100 and up to £30,000 paid on an Amex credit card. It does NOT apply to Amex charge cards, which sit outside the Act. This is general information, not legal advice.
- Chargeback (card scheme rules)
A voluntary scheme, not a legal right, available on Amex charge and credit cards to try to reverse a payment (for example for goods not received or a duplicate charge). Amex generally asks you to raise disputes through its website on a desktop, typically within 120 days of the transaction or expected delivery.
- FCA DISP complaint-handling rules
Require Amex to acknowledge and investigate complaints and send a final response, generally within eight weeks, and to tell you about your right to the Financial Ombudsman Service.
- Consumer Rights Act 2015
Sets the standards (satisfactory quality, fit for purpose, as described) that the underlying goods or services must meet — the standard a Section 75 or chargeback claim about faulty goods is judged against.
Frequently asked questions
Does my American Express card give me Section 75 protection?
Only if it is an Amex credit card. Purchases of £100–£30,000 on an Amex credit card are covered by Section 75 of the Consumer Credit Act 1974. Amex charge cards, which must be repaid in full each month, are not covered by Section 75; for those you rely on Amex's own purchase protection and chargeback.
How do I make a complaint to American Express UK?
Contact Customer Services on 0800 917 8047 (or +44 (0)1273 696933 from abroad), send a secure message from your online account, or write to American Express, Department 333, 1 John Street, Brighton, BN88 1NH. Corporate, merchant and foreign-exchange complaints have their own routes.
How long does Amex have to deal with my complaint?
Amex aims to resolve simple complaints within three business days and otherwise acknowledges within about five business days, updates by around 15 business days, and points to the Ombudsman after 35 business days. Under FCA rules it has up to eight weeks to send a final response.
What if I'm not happy with Amex's answer?
You can refer the complaint free of charge to the Financial Ombudsman Service, normally within six months of Amex's final response (or if eight weeks pass without one). The Ombudsman is independent and its decision can be binding on Amex.
How do I dispute a charge on my Amex?
Log in to the Amex website on a desktop computer (not the app) to raise a transaction dispute or chargeback. Card-scheme chargeback usually needs to be started within about 120 days of the transaction or expected delivery date.
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