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Contact us and FAQs

Cardmember Enquiries / Concerns

Thank you for your valued patronage.
At American Express we are committed to providing you with unsurpassed service and your feedback is always important to us.

Raising your concerns

If you have had an unsatisfactory service experience or feel that your suggestions will help us improve the quality of our service, please tell us about it.

Here is how you can contact us:
24 hour customer service hotline +94 11 441 4141/ Fax us on +94 11 441 4142
E-mail us on americanexpress@nationstrust.com
Write to us on:
The Manager Service Quality
Nations Trust Bank PLC – PQ 118,
The American Express Card Centre,
256 Srimath Ramanathan Mawatha,
Colombo 15.

Our Service Level

Our aim is to always attempt to resolve your concern immediately, failing which we will provide you with a solution within three working days of receiving your query/concern.
Sometimes your query may be more complex and could take a little longer to resolve. In this case, we will provide you with an estimated response time.

Reference number quoted for Concerns

When you contact us, we will quote you a reference in order to prioritize your feedback/ complaint. You can then use this reference number in any subsequent communication to us regarding the matter.

The Office of the Financial Ombudsman – Sri Lanka

We are committed to resolving any concern that you raise to us to ensure your utmost satisfaction, you can also approach The Financial Ombudsman, Sri Lanka Office. This is if you wish to pursue other avenues for redress.
Contact details of the Financial Ombudsman:
The Office of the Financial Ombudsman Sri Lanka,
143A Vajira Road,
Colombo 5.
Telephone : +94 11 259 5625
Fax : +94 11 259 5624
E-mail : info@financialombudsman.lk
Web : www.financialombudsman.lk

Sometimes your query may be more complex and could take a little longer to resolve. In this case, we will provide you with an estimated response time.

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