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-4188521
27 Sep 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4188521 The complaint Mrs H is unhappy that Wise Payments Limited, trading as Wise, didn’t apply a guaranteed exchange rate to her currency exchange instruction. What happened Mrs H wanted to take advantage of a favourable exchange rate between Canadian Dollars (“CAD”) and UK Pounds (“... (3 pages)View decision -
Decision Reference DRN-4349209
26 Sep 2023 Wise Payments Limited Not upheldBanking and PaymentsDRN-4349209 The complaint Miss N complains that Wise Payments Limited won’t refund the money she lost when she was the victim of a scam. What happened In January 2018, Miss N came across someone on social media who was advertising for people to work with them to make money. Miss N messaged... (2 pages)View decision -
Decision Reference DRN-4342192
25 Sep 2023 Wise Payments Limited Not upheldBanking and PaymentsDRN-4342192 The complaint Mrs W has complained Wise Payments Limited won’t refund three payments of £600 sent using their app. What happened Mrs W has a bank account overseas (who I’ll call S) which she tops up on a monthly basis. To do this she uses the Wise app to send £600 and has been ... (2 pages)View decision -
Decision Reference DRN-4355013
22 Sep 2023 Wise Payments Limited Not upheldBanking and PaymentsDRN-4355013 The complaint Mr L complains that Wise Payments Limited won’t refund money he lost as part of a scam. What happened In early 2020, Mr L fell victim to an investment scam. He sent money from his account at another firm (that I’ll call N) to several genuine cryptocurrency provide... (3 pages)View decision -
Decision Reference DRN-4085323
20 Sep 2023 Wise Payments Limited Not upheldBanking and PaymentsDRN-4085323 The complaint Mr N complains that Wise Payments Limited (“Wise”) sent a duplicate foreign currency transfer and payment without his authority and wrongly charged him twice for the same transaction. What happened Wise says a transfer was created on Mr N’s phone app on his accoun... (3 pages)View decision -
Decision Reference DRN-4095836
11 Sep 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4095836 The complaint A company, which I’ll refer to as S, complains that Wise Payments Limited (‘Wise’) won’t refund the money it lost in a scam. Ms B and Ms A, who are directors of S, bring the complaint on S’s behalf. What happened S had used a supplier I’ll refer to in this decisio... (3 pages)View decision -
Decision Reference DRN-4327375
8 Sep 2023 Wise Payments Limited Not upheldBanking and PaymentsDRN-4327375 The complaint Mr M complains that Wise Payments Limited didn’t do enough to prevent the loss he suffered when he fell victim to a safe account scam. Mr M has used a representative to bring his complaint, but for ease of reading, I’ll mostly just refer to Mr M himself rather tha... (2 pages)View decision -
Decision Reference DRN-4334946
6 Sep 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4334946 The complaint Mr J complains that Wise Payments Limited, trading as Wise, unfairly closed his account. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. Rather, I’ll summarise the key points: Wise closed Mr J’s acc... (2 pages)View decision -
Decision Reference DRN-3881652
5 Sep 2023 Wise Payments Limited Not upheldInvestmentsDRN-3881652 The complaint Mr V complains that Wise Payments Limited (Wise) issued him a cash payment instead of bonus shares as the incentive for its ‘OwnWise’ programme. To put matters right, Mr V wants Wise to compensate him for the additional costs he will incur if he now uses the money... (3 pages)View decision -
Decision Reference DRN-4269669
5 Sep 2023 Wise Payments Limited Not upheldBanking and PaymentsDRN-4269669 The complaint Miss A complains that Wise Payments Limited hasn’t protected her from losing money to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything here. In brief summary, Miss A has explained that in December 202... (2 pages)View decision
