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 869 results
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Decision Reference DRN-4671456
28 Jun 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4671456 The complaint Mrs K has complained that money was transferred out of her bank account, but the money was not paid into her to her Wise Payments Limited (“Wise”) account. What happened Mrs K transferred 9 lots of £1,100 into her Wise account from her bank account in March and e... (2 pages)View decision -
Decision Reference DRN-4699534
27 Jun 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4699534 The complaint Mr C is unhappy with the service Wise Payments Limited provided after he was a victim of a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my dec... (3 pages)View decision -
Decision Reference DRN-4876509
27 Jun 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4876509 The complaint Mr D says Wise Payments Limited (“Wise”), didn’t do enough to help when he fell victim to an ‘authorised push payment’ (“APP”) impersonation scam. He says Wise should reimburse him for the money he lost. What happened As both parties are familiar with the circumst... (4 pages)View decision -
Decision Reference DRN-4664351
26 Jun 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4664351 The complaint Mr M complains that Wise Payments Limited didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well know... (5 pages)View decision -
Decision Reference DRN-4780822
21 Jun 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4780822 The complaint Mr R complains that Wise Payments Limited won’t refund the money he lost to an investment scammer. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. I’v... (2 pages)View decision -
Decision Reference DRN-4865365
21 Jun 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4865365 The complaint Miss M complains Wise Payments Limited didn’t do enough when she fell victim to an investment scam. What happened Miss M has an account with Wise which she opened in the course of the scam. She has accounts with businesses elsewhere too who I’ll refer to as “L” an... (2 pages)View decision -
Decision Reference DRN-4789881
20 Jun 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4789881 The complaint Mr B complains that Wise Payments Limited won’t refund money he lost when he was a victim of an impersonation scam. Mr B is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only re... (5 pages)View decision -
Decision Reference DRN-4852027
13 Jun 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4852027 The complaint Mrs H complains that Wise Payments Limited (‘Wise’) won’t refund the money she lost in a scam. What happened What Mrs H says Mrs H says that she received a call from someone I’ll refer to as W who said he was from a cryptocurrency company (which I’ll refer to as B... (8 pages)View decision -
Decision Reference DRN-4850378
13 Jun 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4850378 The complaint Ms S complains Wise Payments Limited (“Wise”) didn’t do enough to protect her when she fell victim to a scam. What happened Ms S has an account with Wise – which was opened in the course of this scam – and an account elsewhere. I’ll refer to the business who she h... (3 pages)View decision -
Decision Reference DRN-4702878
11 Jun 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4702878 The complaint Mr S is unhappy with Wise Payments Limited’s (Wise) decision to close his account and retain his funds. What happened Mr S opened an account with Wise in 2019. The account remained dormant until 2021, when Mr S began depositing money into his account and attemptin... (3 pages)View decision
