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
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Decision Reference DRN-5998911
4 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5998911 The complaint Mr M is unhappy that Wise Payments Limited won’t raise a chargeback claim after he says he was the victim of a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on ... (3 pages)View decision -
Decision Reference DRN-6127515
4 Feb 2026 Wise Payments Limited UpheldBanking and PaymentsDRN-6127515 The complaint Mr Y complains that Wise Payments Limited (Wise) won’t refund all the money he’s lost as a result of a safe account impersonation scam. What happened The detailed background to this complaint is well known to both parties and the following is a summary of what... (6 pages)View decision -
Decision Reference DRN-5916606
3 Feb 2026 Wise Payments Limited UpheldBanking and PaymentsDRN-5916606 The complaint Mr E is unhappy with Wise Payments Limited. Mr E received £4,000 from his father abroad into his Wise account. He later needed to return the money to his father. He sent this from the account it had originally been sent to. When he checked with his father the ... (4 pages)View decision -
Decision Reference DRN-5817765
2 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5817765 The complaint Mr A complains Wise Payments Limited (“Wise”) closed his accounts and did so without warning nor explanation. Mr A says Wise’s actions have caused him substantive distress and inconvenience. And, to put things right, Wise should reactivate his accounts. What ha... (2 pages)View decision -
Decision Reference DRN-6113635
2 Feb 2026 Wise Payments Limited UpheldBanking and PaymentsDRN-6113635 The complaint Mr K complains Wise Payments Limited (“Wise”): - Deactivated his accounts and did so without explanation nor notice - Failed to accept confirmation of his legal name as evidenced by his UK passport - Didn’t refund his funds, despite Mr K providing Wise with ext... (12 pages)View decision -
Decision Reference DRN-5998464
27 Jan 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5998464 The complaint Mr A complains that Wise Payments Limited closed his account. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat everything in detail. Instead, I will provide a summary and focus on giving the reasons for my dec... (2 pages)View decision -
Decision Reference DRN-5703023
27 Jan 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5703023 The complaint Mr C complains, via a representative, that Wise Payments Limited (“Wise”) didn’t do enough to protect him when he fell victim to a scam. It has offered a partial reimbursement, but Mr C thinks it should be held liable for the full loss. What happened Between Se... (4 pages)View decision -
Decision Reference DRN-6102281
23 Jan 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6102281 The complaint Mr H complains that Wise Payments Limited (Wise) won’t refund money he lost when he fell victim to an investment scam. Mr H is being represented in this complaint by a family member. What happened Mr H says he was contacted via a social media platform by a su... (4 pages)View decision -
Decision Reference DRN-5995562
19 Jan 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5995562 THE COMPLAINT Ms L complains that Wise Payments Limited (trading as Wise) will not reimburse her money she says she lost when she fell victim to fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again... (3 pages)View decision -
Decision Reference DRN-6057229
15 Jan 2026 Wise Payments Limited UpheldBanking and PaymentsDRN-6057229 The complaint Miss K complains that Wise Payments Limited was responsible for long delays in receiving an international payment into her account. What happened On 9 April 2025, Miss K applied to Wise so that she could receive a large sum in U.S. dollars (USD) to be converted... (4 pages)View decision