Complain to American Express
Credit card and charge card provider - complaints about disputes, fees, and account decisions
BankingFree, and its decisions bind the firm.
How to complain to American Express
American Express has no complaints email that we could find on its own site. Use its official online form instead.
How to complain to American Express, step by step
Complain to American Express first
American Express publishes no complaints email. Use one of the routes on American Express’ own complaints page, linked in the contact details on this page. Say what went wrong, what you want back, and keep a copy.
Give them time to answer
If American Express has not sorted it after 8 weeks, the independent route opens. If it says no sooner, ask for a final response in writing, because that opens it early.
Escalate if they say no
Take it to the Financial Ombudsman Service. It is free, and independent of American Express.
Common American Express complaints
Unauthorized Transaction
Reclaim fraudulent charges
Unfair Fees
Challenge excessive charges
Account Problem
Resolve access or closure issues
Product Mis-selling
Compensation for unsuitable products
This one needs a different route
Complaints about banks, lenders and insurers are regulated claims work. Handling them takes FCA authorisation, which we don’t have, so we don’t write them. That’s not us being careful with you. It’s the law about who’s allowed to do it.
Financial complaints go to the Financial Ombudsman
Complain to the bank, lender or insurer first. They have eight weeks to answer. If they say no, or say nothing, the Financial Ombudsman Service reviews it for free and its decisions are binding on the firm. That is a stronger route than anything we could write.
American Express ombudsman & regulator routes
Which ombudsman handles American Express complaints?
Financial Ombudsman Service. Once American Express’s own complaints process is exhausted (after 8 weeks or a deadlock letter), you can take your complaint there for free. Go to the ombudsman. Read our guide to the Financial Ombudsman.
Can you complain to the FCA about American Express?
Not for individual disputes: the FCA sets the rules for the sector but does not resolve personal complaints or award compensation. Complain to American Express directly first and keep written records, then escalate to the Financial Ombudsman Service if it stays unresolved after 8 weeks or you receive a deadlock or final-response letter. You can still report American Express to the FCA to flag systemic problems, but that will not get your own money back.
Laws that protect you
Consumer Rights Act 2015
Financial services must be performed with reasonable care and skill.
Payment Services Regulations 2017
Protection for unauthorized transactions and payment errors.
FCA Consumer Duty
Financial firms must act in customers' best interests.
Tips for American Express complaints
- Report unauthorized transactions within 13 months
- Banks must respond to complaints within 8 weeks
- The Financial Ombudsman can award up to £430,000
- Keep records of all communications
- Vulnerable customers have additional protections
If American Express doesn't respond
- 1
Customer Service
Allow 15 daysContact your bank’s customer service team
- 2
Formal Complaint
Submit a formal complaint: banks must acknowledge within 5 working days
- 3
Financial Ombudsman
8 weeksFree escalation after 8 weeks or receipt of a final response letter
Visit website - 4
How to complain to American Express
American Express has no complaints email that we could find on its own site. Use its official online form instead.
When you can escalate
8 weeks
If American Express hasn’t sorted it within 8 weeks, or sends a final response sooner, you can take it to the Financial Ombudsman Service.
Frequently asked questions
Tools & guides for your American Express complaint
Free calculators and explainers that strengthen the case you make to American Express.
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Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.
Other Banking companies
Work at American Express? Reply to complaints here.
The ombudsman is free, and American Express has to follow what it decides
Complain to the bank, lender or insurer first. They have eight weeks to answer. If they say no, or say nothing, the Financial Ombudsman Service reviews it for free and its decisions are binding on the firm. That is a stronger route than anything we could write.
Financial Ombudsman Service(opens in a new tab)Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to American Express or any of the companies listed on this site. Where an address is marked verified, we read it on American Express’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach American Express. This page is for informational purposes only and does not constitute legal advice.