Contact us

Complaints procedure

We aim to provide a first class service at all times. However, if you have a complaint, in order to get your complaint dealt with as quickly and efficiently as possible, please ensure your complaint is directed to the right organisation.

If your complaint is about your policy or the service you have received, please contact Tenerity Limited:

Customer Services Manager,
American Express Identity Defence Platinum,
PO Box 5305,
Airspeed Road,
LANCING,
BN11 9WD
quoting your American Express Identity Defence Platinum membership number.
customerrelations@idplatinum.co.uk
0800 030 4714

For Tenerity’s full complaint procedure please refer to your Terms and Conditions.

If your complaint is about the sale of your policy from American Express Insurance Services Europe Limited, please contact:

American Express Insurance Executive Office,
1 John Street,
Brighton,
East Sussex,
BN88 1NH,
United Kingdom
insuranceexec@aexp.com
01273 576109

If you have a complaint we'll seek to resolve it by the end of three business days. If you raise a complaint by post or email we’ll write to you within five working days acknowledging your complaint. We aim to resolve the matter within four weeks; however some issues may take longer. Should your complaint be unresolved within this time, we will keep you informed of the progress and provide you with a final response within eight weeks of your contact.

If for any reason your complaint is not resolved within eight weeks, or you feel your complaint is not resolved to your satisfaction, you have the right to refer your case to the Financial Ombudsman Service for review.

The Financial Ombudsman Service is a free independent service set up by the Financial Conduct Authority to help you settle any dispute with companies regulated by them. Their contact details are:

Financial Ombudsman Service
Exchange Tower,
Harbour Exchange Square,
London,
E14 9SR
0800 023 4567
financial-ombudsman.org.uk