Not upheld: scam/fraud - failure to prevent or recover funds complaint against WorldRemit Ltd

Decision detail

Summary

Miss K complained that WorldRemit failed to reimburse £255 she lost to an impersonation scam in January 2026. The ombudsman found that while firms should prevent unusual payments, this particular payment was not sufficiently suspicious or valuable to warrant intervention given the volume of transactions processed. WorldRemit attempted recovery but the recipient bank's reversal request failed as scammers had already moved the funds. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that while firms should prevent unusual payments, the £255 payment was not of significant value or bearing suspicious characteristics to trigger fraud prevention systems in the context of the vast number of transactions WorldRemit processes daily. Recovery was not possible as funds had been moved by scammers.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website