Wise Payments Limited

Financial Ombudsman decision DRN-5792793 Upheld

Upheldoutcome, as published by the Ombudsman

£40,455redress stated in the decision

Thu Oct 16deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Payment delayed or failed, Service failure

In the Ombudsman’s words

Mr E complains about the service he received from Wise Payments Limited (“Wise”) when he tried to transfer money.Payment delayed or failed

Wise has accepted it made a mistake in this case. In its final response it acknowledged it didn’t send Mr E an email asking for ID before it cancelled the transaction.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5792793.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.