My frustrations with fairheads!!Formal Complaint: Payment Made to Incorrect Account Despite Explicit Instructions

Formal Complaint: Payment Made to Incorrect Account Despite Explicit Instructions

I am extremely dissatisfied with the handling of my brother's beneficiary payment by Fairheads.

On 3 August 2026, I submitted a request for financial assistance to cover my brother's monthly expenses. In the same request, I explicitly instructed Fairheads to change the banking details on their system and make the payment into an alternative account. I also provided a bank confirmation letter reflecting the new account details.

My request was acknowledged, and on 18 August 2026, I was contacted and requested to provide a breakdown of the expenses. I promptly provided the requested breakdown and continued following up regarding the payment.

Despite my explicit instructions regarding the banking details, the payment was made into the old account. This is particularly concerning because I specifically requested that this account not be used. As a result, existing debit orders were processed against the funds, leaving the money intended for my brother's expenses unavailable.

Following my complaint, Fairheads acknowledged that they were in the wrong and advised that they would reimburse me.

I subsequently provided Fairheads with three business days to attend to and resolve this matter. That timeframe has now passed, yet I have still not received the reimbur*****t. I have instead been informed that the matter is still being investigated, with no firm commitment as to when the reimbur*****t will be made.

There is also a second issue that requires urgent clarification: the amount paid to me was less than the amount I originally requested, yet no explanation or communication was provided regarding the shortfall.

I am extremely frustrated by the continued delays and lack of clear communication. I have comp**** with every request made of me, provided the required documentation and expense breakdown, and repeatedly followed up. I should not now be left waiting indefinitely for an error that Fairheads has already acknowledged to be on their side.

I urgently require the reimbur*****t to be processed TODAY.

I am requesting:

1. Immediate confirmation of the reimbur*****t amount. 2. Immediate processing of the outstanding reimbur*****t into the correct bank account. 3. A clear explanation of why the original payment was made into the account I specifically instructed Fairheads not to use. 4. A clear explanation of why I received less than the amount requested, without any prior communication regarding the shortfall. 5. Written confirmation of when the reimbur*****t will reflect in my account.

Month-end is now upon us, and these funds are required for my brother's expenses. The continued delay is causing unnecessary financial hardship.

I have been patient and cooperative throughout this process. I now expect Fairheads to take accountability for the error already acknowledged, honour the commitment to reimburse me, and resolve this matter without further delay. I am willing to further take more steps on this if I am not assisted by the end of business!!!