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 868 results
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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-4758138
10 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4758138 The complaint Mr W complains that Wise Payments Limited didn’t do enough to prevent the loss he suffered when he sent money to one of their customers as the result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only... (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 -
Decision Reference DRN-4959466
31 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4959466 The complaint Mr Y complains Wise Payments Limited unfairly closed his account without notice or explanation. What happened Mr Y held a Wise account. On 3 June 2023 Mr Y received a payment into his account. Mr Y’s account was blocked on 19 June 2023, and on the same day Mr ... (3 pages)View decision -
Decision Reference DRN-4844397
31 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4844397 The complaint Mr O complains that Wise Payments Limited (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr O is being represented by a third party. To keep things simple, I will refer to Mr O throughout my decision. What happened The background o... (3 pages)View decision -
Decision Reference DRN-4859341
31 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4859341 The complaint Mr R complains that Wise Payments Limited (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throughout my decision. What happened The background o... (3 pages)View decision -
Decision Reference DRN-5228504
31 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5228504 The complaint Mr S complains that Wise Payments Ltd didn’t do enough to prevent the loss he suffered when he fell victim to a scam. Mr S has used a representative to bring his complaint. But for ease of reading, I’ll mostly refer to Mr S himself where I also mean the repres... (3 pages)View decision
