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Wise Payments Limited
Financial Ombudsman decision DRN-6120698 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Wed Mar 11deadline 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
Funds blocked or frozen, Service failure
In the Ombudsman’s words
Wise reviewed Ms L’s account to comply with its legal and regulatory obligations. Whilst it reviewed the account it placed a block on them. The type of block applied meant all transactions in and out of the account, including direct debits, were stopped.Funds blocked or frozen
Wise didn’t give her any meaningful information. I can appreciate that this would have been frustrating for Ms L. So, I’m satisfied that Wise’s service fell short.Service failure
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6120698.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.