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 1177 results
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Decision Reference DRN-5738223
11 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5738223 The complaint Miss T has complained that Wise Payments Limited won’t refund the money that she lost after falling victim to a scam. What happened Both sides are most familiar with the case, and we must anonymise decisions, so I’ll summarise what happened relatively briefly. ... (3 pages)View decision -
Decision Reference DRN-5863212
7 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5863212 The complaint X says Wise Payments Limited (“Wise”) refuses to refund him for an unauthorised transaction on his account, and closed his account following his complaint about this. What happened The facts of this complaint are well known to both parties, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN-5523939
7 Nov 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5523939 The complaint Mr K complains that Wise Payments Limited won’t refund the money he lost when he was the victim of a scam. What happened In early 2023, Mr K says a friend of his told him about an investment they’d been making in gold and put him in touch with the person who’d... (6 pages)View decision -
Decision Reference DRN-5845741
4 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5845741 The complaint Miss W complains that Wise Payments Limited trading as Wise failed to provide her with adequate protection from an investment scam. She wants her losses refunded along with 8% interest and £300 compensation. Miss W is represented by a third party but for ease o... (4 pages)View decision -
Decision Reference DRN-5631772
3 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5631772 The complaint Mr N is unhappy that Wise Payments Limited will not refund the money he lost as the result of an authorised push payment (APP) scam. What happened As both parties are familiar with the details of the scam, I will not repeat them in full here. Mr N fell victim t... (3 pages)View decision -
Decision Reference DRN-5922783
3 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5922783 The complaint Mr A complains that Wise Payments Limited closed his account without warning or explanation, and that it has not returned the funds which were held in the account to him. What happened Mr A held US dollar and Euro accounts with Wise. He also has a Euro account ... (2 pages)View decision -
Decision Reference DRN-5718163
3 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5718163 The complaint Mr K has complained that Wise Payments Limited won’t refund the money he lost after falling victim to a scam. What happened In summary, in 2022 a close friend introduced Mr K to an investment manager, who in turn recommended him to an international investment p... (3 pages)View decision -
Decision Reference DRN-5916499
30 Oct 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5916499 The complaint Miss G complains that Wise Payments Limited didn’t do enough to prevent her losing money to a scam. Miss G was initially helped with her complaint by a representative who has since ceased acting for her. But, for ease of reading, I’ll mostly just refer to Miss... (4 pages)View decision -
Decision Reference DRN-5892385
28 Oct 2025 Coverwise Ltd Not upheldInsuranceDRN-5892385 The complaint Miss G complains about the service she received from Coverwise Ltd in relation to her travel insurance policy. Reference to Coverwise includes its agents. Miss G has also made a complaint about the underwriter of the policy, which has been dealt with separatel... (2 pages)View decision -
Decision Reference DRN-5561303
28 Oct 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5561303 The complaint Miss K complains about the actions of Wise Payments Limited trading as Wise when she lost money to a scam. Miss K is being supported in making the complaint by a representative, but for ease I’ll only refer to Miss K. What happened The detailed background to ... (3 pages)View decision