Complaint / Feedback Handling Procedures

Our mission is to ensure that all Cardmembers are dealt with in an efficient and courteous manner.

We have established procedures for You to provide Us with feedback or bring a concern to our attention by following the Complaint / Feedback procedures outlined below:

Step 1:

If you should have any feedback or complaint, our Customer Care staff is trained and equipped to handle your inquiry and can be reached through any of the following channels:

Email:  complaints@americanexpress.com.sa

Telephone Number: 8004424442 From outside the Kingdom: (+966 11) 292 6663

We can also assist you at American Express Saudi Arabia offices located in Riyadh, Jeddah and Khobar

Work Timings: Sun - Thu (9am - 5pm)

 

Step 2:

If your concern is not resolved to Your satisfaction, you may write to Our Head of Customer Care at the following email:

Complaintsmanager@americanexpress.com.sa

Alternatively, you can send a letter to the following address:
Attn: Head of Customer Care
American Express Saudi Arabia
P.O. Box 6624
Riyadh 11452

 

Step 3:

If Your issue is still not resolved, you may report Your concern to the regulator- SAMA through SAMACares

 

Our Commitment to You:

We guarantee that Your Feedback/Complaint is acknowledged and investigated in a timely manner and We will forward Your concern to the appropriate department for investigation and necessary action. We will provide a response detailing Your concern and the appropriate resolution or explanation within 10 business days of investigation. In the event that We are unable to resolve Your complaint within that time period, an update will be provided to You estimating the completion date of the investigation.