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 1111 results
-
Decision Reference DRN-5720639
6 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5720639 The complaint Mrs N complains Wise Payments Limited won’t refund money she lost as part of a crypto investment scam. Mrs N is being supported in making her complaint by a representative, but for ease, I’ll refer to Mrs N throughout this decision. What happened Mrs N said she... (6 pages)View decision -
Decision Reference DRN-5601527
6 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5601527 The complaint Mr B complains that Wise Payments Limited (“Wise”) won’t refund a payment of £2,000 made to the wrong person/account resulting in the closure of his US bank account. What happened On 20 January 2025 at 15.29 Mr B manually sent a transfer for £2,000 from his Wi... (3 pages)View decision -
Decision Reference DRN-5253064
5 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5253064 The complaint Mr W complains that Wise Payments Limited will not refund money he said he lost to a scam. What happened The details of this complaint are well known to both parties so I will not repeat it all again here. In summary, Mr W said he made the following payments to... (3 pages)View decision -
Decision Reference DRN-5568731
1 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5568731 The complaint Mr A complains that Wise Payments Limited trading as Wise has discriminated against him because of checks it made on an incoming payment. What happened In February 2025, Mr A received a payment from a friend into his Wise account. Before Wise fully accepted the... (2 pages)View decision -
Decision Reference DRN-5685272
1 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5685272 The complaint Miss B is complaining that Wise Payments Limited didn’t do enough to prevent her from making payments to a scam. What happened Both parties are familiar with the circumstances, so I’ll only summarise them here. In December 2023 Miss B fell victim to a job scam.... (3 pages)View decision -
Decision Reference DRN-5705226
1 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5705226 The complaint Mrs E complains that Wise Payments Limited (Wise) didn’t do enough to protect her from the financial harm caused by a cryptocurrency-based investment scam. Mrs E has been represented by a claims management company throughout her complaint. I have referred to t... (4 pages)View decision -
Decision Reference DRN-5427571
1 Aug 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5427571 The complaint Ms T complains that Wise Payments Limited won’t refund the money she lost when she was the victim of a scam. What happened In November 2023, Ms T received a text message about a potential job for her. She replied that she was interested and was told the job in... (4 pages)View decision -
Decision Reference DRN-5728971
31 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5728971 The complaint Miss S complains that Wise Payments Limited trading as Wise (Wise) unfairly closed her account without providing a proper explanation. Miss S adds that Wise took too long to release her closing account balance. And gave her wrong information. What happened The... (4 pages)View decision -
Decision Reference DRN-5708900
31 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5708900 The complaint Mr K complains that Wise Payments Limited (“Wise”) won’t refund money he lost when he was a victim of a scam. What happened The background of this complaint is well known to both parties, so I’ll only refer to the key events here. In February 2024, Mr K receive... (7 pages)View decision -
Decision Reference DRN-5727815
31 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5727815 The complaint Mr O complains that Wise Payments Limited closed his account without notice and that it has not properly accounted for the funds held at the time of closure. What happened In July 2024 Mr O contacted Wise to query a payment which had been made from his account.... (2 pages)View decision