We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 613 results
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Decision Reference DRN-5170215
13 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5170215 The complaint Mrs W complains that Wise Payments Limited won’t refund money she lost when she was a victim of a scam. Mrs W is being supported in her complaint by a representative, but for ease, I’ll only refer to Mrs W in this decision. What happened The background to this ... (3 pages)View decision -
Decision Reference DRN-4805920
13 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4805920 The complaint Mr B complains that Wise Payments Limited won’t refund the money he lost after falling victim to a scam. Mr B is represented in this complaint by a solicitor, for simplicity I will refer to Mr B throughout this decision, even when referencing what his represen... (2 pages)View decision -
Decision Reference DRN-5246286
12 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5246286 The complaint Mr E complains that Wise Payments Limited trading as Wise didn’t do enough to trace and recall an international payment he made using the SWIFT payment system. What happened Mr E explains that he arranged to send a payment of US Dollars 540 to his bank account ... (3 pages)View decision -
Decision Reference DRN-5190670
12 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5190670 The complaint Miss N complains that Wise Payments Limited didn’t intervene and protect her when she fell victim to a job scam. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispute so I ... (2 pages)View decision -
Decision Reference DRN-5250515
11 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5250515 The complaint Miss A complains that Wise Payments Limited didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is we... (4 pages)View decision -
Decision Reference DRN-5322719
11 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5322719 The complaint Mr B complains Wise Payments Limited made mistakes when payments intended for his account weren’t applied to it. What happened A summary of what happened is below. Mr B arranged to have transfers sent to his Wise account. Wise’ security systems flagged these fo... (2 pages)View decision -
Decision Reference DRN-5190663
7 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5190663 The complaint and what happened Mr C complains that Wise Payments Limited (“Wise”) won’t refund money – around £4,500 – he lost when he fell victim to an employment scam in December 2022. Our investigator didn’t uphold the complaint. They didn’t think any of the payments lo... (2 pages)View decision -
Decision Reference DRN-4719853
7 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4719853 The complaint Miss N complains that Wise Payments Limited (‘Wise’) won’t refund the money she lost to a scam. She’s being represented. To keep things simple, I’ll refer to Miss N throughout this decision. What happened The background to this complaint is known to both parti... (3 pages)View decision -
Decision Reference DRN-5311362
5 Feb 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5311362 The complaint Mrs D complains that Wise Payments Limited trading as Wise (“Wise”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs D has e... (3 pages)View decision -
Decision Reference DRN-5304340
4 Feb 2025 Hubwise Securities Limited Not upheldInvestmentsDRN-5304340 The complaint Mrs T complains that Hubwise Securities Limited, trading as SS&C Hubwise (“Hubwise”) didn’t allow her new chosen IFA to access the investments she held on its platform. As a result, she had to transfer to a new platform, and she wants Hubwise to reimburse h... (3 pages)View decision
