First Rate Exchange Services Ltd: Ombudsman complaint record
30 published Financial Ombudsman decisions. 35% of them went the complainant's way.
At a glance
| Decisions published | 30 |
|---|---|
| Upheld | 9 |
| Partially upheld | 3 |
| Not upheld | 18 |
| Uphold rate | 35% |
| Last 30 days | 1 |
| Last 12 months | 7 |
| First decision | 2017-09-29T00:00:00+00:00 |
| Most recent | 2026-07-03T00:00:00+00:00 |
Most common claim types
| # | Name | Complaints | Upheld | Partially upheld | Not upheld | Uphold rate |
|---|---|---|---|---|---|---|
| 1 | Card / payment disputes | 9 | 1 | 0 | 8 | 11% |
| 2 | Account administration errors | 5 | 1 | 0 | 4 | 20% |
| 3 | Service failures generally | 5 | 2 | 1 | 2 | 50% |
| 4 | Account closure without notice | 4 | 3 | 1 | 0 | 88% |
| 5 | Investment mis-selling | 2 | 0 | 0 | 2 | 0% |
| 6 | Credit file / adverse marker disputes | 1 | 0 | 0 | 1 | 0% |
| 7 | Other regulated complaint | 1 | 0 | 0 | 1 | 0% |
| 8 | Fraud reimbursement (APP scams) | 1 | 1 | 0 | 0 | 100% |
| 9 | General financial advice | 1 | 1 | 0 | 0 | 100% |
| 10 | Complaints handling failures | 1 | 0 | 1 | 0 | 50% |
Products complained about
| # | Name | Complaints | Upheld | Partially upheld | Not upheld | Uphold rate |
|---|---|---|---|---|---|---|
| 1 | Other regulated product | 28 | 9 | 3 | 16 | 38% |
| 2 | Credit card | 1 | 0 | 0 | 1 | 0% |
| 3 | Current account | 1 | 0 | 0 | 1 | 0% |
Recent decisions
| Reference | Date | Firm | Product | Outcome |
|---|---|---|---|---|
| DRN-6298133 | 2026-07-03T00:00:00+00:00 | First Rate Exchange Services Ltd | debit card | Not upheld |
| DRN-5974021 | 2025-12-17T00:00:00+00:00 | First Rate Exchange Services Ltd | payment services | Partially upheld |
| DRN-5993062 | 2025-12-17T00:00:00+00:00 | First Rate Exchange Services Ltd | travel money card | Upheld |
| DRN-5988406 | 2025-12-03T00:00:00+00:00 | First Rate Exchange Services Ltd | travel card | Upheld |
| DRN-5777302 | 2025-09-08T00:00:00+00:00 | First Rate Exchange Services Ltd | travel money card | Upheld |
| DRN-5684802 | 2025-08-23T00:00:00+00:00 | First Rate Exchange Services Ltd | currency exchange | Upheld |
| DRN-5526859 | 2025-07-14T00:00:00+00:00 | First Rate Exchange Services Ltd | payment account / prepaid card | Upheld |
| DRN-4859051 | 2024-10-17T00:00:00+00:00 | First Rate Exchange Services Ltd | pre-paid debit card | Not upheld |