Not upheld: failed transactions / payment processing complaint against PaySend PLC
Financial Ombudsman decision DRN-6268987 of 2026-04-14T00:00:00+00:00. failed transactions / payment processing complaint against PaySend PLC. Outcome: Not upheld.
Decision detail
| Reference | DRN-6268987 |
|---|---|
| Decision date | 2026-04-14T00:00:00+00:00 |
| Firm | PaySend PLC |
| Product | payment account |
| Claim type | failed transactions / payment processing |
| Outcome | Not upheld |
| Remedy | None. The complaint was not upheld. |
Summary
Mr D complained that several transactions from his PaySend account failed when using a card provided by Bank A. PaySend blamed Bank A, but Bank A stated it had no record of authorisation requests or transaction declines. The ombudsman reviewed Visa's rules and found that response code 57 (the code associated with Mr D's failed transactions) indicates automatic rejection due to card restrictions. Since Mr D successfully completed transactions using a different card from Bank B, the ombudsman concluded the failures were due to the Bank A card's restrictions, not PaySend's processing error, and did not uphold the complaint.
The Ombudsman's reasoning
The ombudsman concluded that Visa response code 57 indicates transactions that the card issuer will never approve, meaning the decline would have occurred automatically at an early stage without requiring manual review or recording by Bank A. The fact that Mr D successfully made transactions using a different card from a different bank suggests the problem was with the Bank A card's restrictions, not with PaySend's processing. Therefore, PaySend processed the transactions correctly but they failed due to the card's inherent restrictions.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| PaySend PLC, all decisions | 6 | 17% |
Source
Read the original decision on the Financial Ombudsman Service website