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 827 results
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Decision Reference DRN-5308072
5 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5308072 The complaint Mr P complains Wise Payments Limited closed his personal account without any explanation. To put things right he wants the account reopened. What happened Wise contacted Mr P asking him to provide additional information in order for him to access the account. I... (2 pages)View decision -
Decision Reference DRN-5239164
5 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5239164 The complaint Mrs C complains Wise Payments Limited trading as Wise won’t refund the full amount of money she lost after she fell victim to an ‘authorised push payment’ (“APP”) scam. What happened Our investigator didn’t uphold the complaint. Our investigator didn’t think a... (2 pages)View decision -
Decision Reference DRN-4430163
4 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4430163 The complaint Mrs S complains that Wise Payments Limited trading as Wise (“Wise”) won’t refund her the money she lost after she fell victim to an investment scam. Mrs S has used a representative to bring her complaint to this service. For ease, I will refer solely to Mrs S ... (5 pages)View decision -
Decision Reference DRN-4954450
4 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4954450 The complaint Mr F complains that Wise Payments Limited trading as Wise won’t refund money he lost when he was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In late 2023 Mr F... (3 pages)View decision -
Decision Reference DRN-5179115
4 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5179115 The complaint Mr C complains that Wise Payments Limited (Wise) closed his account following a review of his business account. What happened Mr C had a personal account with Wise. Mr C has explained that he used the account to fund work projects. In October 2023, Wise decid... (3 pages)View decision -
Decision Reference DRN-5368413
3 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5368413 The complaint Mr D complains that Wise Payments Limited (Wise) won’t refund him after he was the victim of a fake job scam. Mr D is represented by a third party, but for ease of reading I’ll refer to Mr D only. What happened Mr D says he received a message on his mobile pho... (5 pages)View decision -
Decision Reference DRN-5255594
3 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5255594 The complaint Mr A complains that Wise Payments Limited (“Wise”) closed his account unfairly. What happened Wise says Mr A opened a personal account with Wise in 2020. In late 2024 it contacted him to say that it was deactivating his account because his account was being use... (3 pages)View decision -
Decision Reference DRN-5340845
3 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5340845 The complaint Mr A complains Wise Payments Limited charged him a series of currency conversion fees over a three-month period which he didn’t authorise. What happened Mr A explained he received a payment into his Wise account from a third party in late June 2024. Wise explai... (3 pages)View decision -
Decision Reference DRN-4830549
28 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4830549 The complaint Mr B complains that Wise Payments Limited won’t refund the money he lost when he was the victim of a scam. What happened In October 2023, Mr B received a text message from someone who said they were from a recruitment agency and had a potential job for him. An... (4 pages)View decision -
Decision Reference DRN-5007590
27 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5007590 The complaint Mr W is being represented by solicitors. He’s complaining about Wise Payments Limited because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr W fell victim to a cruel job scam. He was approached online and offered a role that r... (4 pages)View decision
