Not upheld: Service failures generally complaint against REMITLY U.K., LTD

Decision detail

Summary

Mr F opened a REMITLY account on 7 April 2025 and attempted to send a £100 payment to his girlfriend, which REMITLY declined and subsequently suspended his account. After REMITLY rejected his appeal and complaint, Mr F referred the matter to the FOS. While the FOS investigator recommended upholding the complaint, the ombudsman found that REMITLY fairly relied on its terms and conditions and had a legitimate basis for both declining the transaction and suspending the account. The ombudsman accepted REMITLY's confidential decision-making information and confirmed the suspension was appropriate, finding no evidence of wrongdoing by Mr F or unfair conduct by REMITLY.

The Ombudsman's reasoning

The ombudsman found that REMITLY's terms and conditions fairly permitted it to decline the transaction and suspend the account. REMITLY provided details of its decision-making process which, when considered alongside its wider regulatory responsibilities, justified both actions. The ombudsman accepted this information in confidence under DISP 3.5.9R(2) and determined REMITLY had a legitimate basis for not disclosing the reasons to Mr F. The ombudsman confirmed the account suspension was appropriate and found no evidence of wrongdoing by Mr F or unfair conduct by REMITLY.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website