Not upheld: Service failures generally complaint against Wirex Limited

Decision detail

Summary

Mr M complained that Wirex Limited failed to pay the full £100 promotional reward he believed he was entitled to under a promotion offering £100 for 20+ card transactions within 30 days of account opening. Wirex terminated the promotion early on 14 May 2025, before Mr M completed 20 eligible transactions (he had only completed 16). The ombudsman found the promotion terms clearly allowed Wirex to terminate at its sole discretion without notice, and that Mr M was only eligible for £70 at the time of termination. The ombudsman concluded that the total £140 paid by Wirex (£100 reward plus £40 compensation) was fair and reasonable, exceeding what Mr M would have received had nothing gone wrong, and rejected the complaint.

The Ombudsman's reasoning

The ombudsman found that Wirex was entitled to terminate the promotion early under the terms and conditions, which were clear, fair and not misleading. At the time of termination, Mr M had only completed 16 eligible transactions, making him eligible for £70 rather than £100. The ombudsman rejected arguments that the withdrawal term created a significant imbalance, noting Mr M was not bound to any ongoing agreement and had not incurred fees due to the early termination. The ombudsman concluded that the total £140 paid by Wirex (£100 promotional reward plus £40 compensation) exceeded what Mr M would have received had nothing gone wrong, making it fair and reasonable.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website