Not upheld: Service failures generally complaint against Paysafe Financial Services Limited
Financial Ombudsman decision DRN-4721649 of 2024-07-03T00:00:00+00:00. Service failures generally complaint against Paysafe Financial Services Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-4721649 |
|---|---|
| Decision date | 2024-07-03T00:00:00+00:00 |
| Firm | Paysafe Financial Services Limited |
| Product | Other regulated product |
| Claim type | Service failures generally |
| Outcome | Not upheld |
| Remedy | None. The complaint was not upheld. |
Summary
Mrs M complained that she could not access her Paysafe account after her email service provider closed. She requested Paysafe update her email address but Paysafe sought further information and determined the documents provided were insufficient. An FOS investigator agreed with Paysafe's assessment. The ombudsman upheld this decision, finding that Paysafe's conclusion that insufficient information had been received was reasonable and that Mrs M might be able to meet the requirements in future.
The Ombudsman's reasoning
The ombudsman reviewed the documents Mrs M provided to Paysafe and concluded that Paysafe's assessment that insufficient information had been received was reasonable. While acknowledging that Mrs M might be able to meet Paysafe's requirements in the future, the ombudsman found no basis to require Paysafe to grant access at the present time without adequate verification documentation.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Paysafe Financial Services Limited, all decisions | 43 | 28% |
| Service failures generally, all decisions | 32,767 | 33% |
| Other regulated product, all decisions | 51,105 | 30% |
Source
Read the original decision on the Financial Ombudsman Service website