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 1019 results
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Decision Reference DRN-5717481
24 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5717481 The complaint Mrs S complains that when she made an overseas transfer of money through Wise Payments Limited she was charged excess fees. What happened In March 2025 Mrs S instructed Wise to carry out an international transfer. She had made similar transfers before, so knew ... (2 pages)View decision -
Decision Reference DRN-5833794
22 Sep 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5833794 The complaint Mr H complains Wise Payments Limited (‘Wise’) won’t refund payments he lost when he was a victim of an impersonation scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In summary, Mr H rece... (6 pages)View decision -
Decision Reference DRN-5324742
22 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5324742 The complaint Mr M complains Wise Payments Limited (“Wise”) failed to protect him from financial harm, which led to him losing money to a scam. Mr M has appointed a professional representative to represent him in his complaint, but for ease. I will simply refer to Mr M throu... (3 pages)View decision -
Decision Reference DRN-5816199
22 Sep 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5816199 The complaint C has complained about Wise Payments Limited trading as Wise not refunding several payments made and lost to an authorised push payment (APP) impersonation scam. What happened As per my provisional decision, I will first highlight the eligible complainant in t... (4 pages)View decision -
Decision Reference DRN-5491864
22 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5491864 The complaint Mrs R complains that Wise Payments Limited (“Wise”) won’t reimburse funds she lost as part of a scam. What happened In October 2024, Mrs R was looking to purchase some perfume online. Mrs R found a seller of the specific perfume she was hoping to purchase, on ... (3 pages)View decision -
Decision Reference DRN-5727582
22 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5727582 The complaint Mr A complains that Wise Payments Limited trading as Wise (Wise) unfairly closed his account without providing a proper explanation. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of... (3 pages)View decision -
Decision Reference DRN-5749833
22 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5749833 The complaint Mr F complains that Wise Payments Limited trading as Wise (Wise) unfairly closed his account without providing a proper explanation. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of... (4 pages)View decision -
Decision Reference DRN-5775952
19 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5775952 The complaint Mr L complains that Wise Payments Limited trading as Wise (Wise) unfairly closed his account without providing a proper explanation. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of... (3 pages)View decision -
Decision Reference DRN-5792793
18 Sep 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5792793 The complaint Mr E complains about the service he received from Wise Payments Limited (“Wise”) when he tried to transfer money. What happened Mr E says that on 20 January 2025 he transferred US$50,000 from his personal account with Wise at an agreed exchange rate to receive ... (3 pages)View decision -
Decision Reference DRN-5822583
18 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5822583 The complaint Miss A is unhappy that Wise Payments Limited will not refund the money that she 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. In summary... (4 pages)View decision
