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-3805322
20 Jul 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-3805322 The complaint Ms K complains that Wise Payments Limited (‘Wise’) won’t refund money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here. But briefly, and based on the submissions of both parties, I unde... (5 pages)View decision -
Decision Reference DRN-4182521
20 Jul 2023 Wise Payments Limited Not upheldBanking and PaymentsDRN-4182521 The complaint Mr S has complained that Wise Payments Limited (“Wise”) has refused to refund him the money he lost falling victim to a scam. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The backgrou... (3 pages)View decision -
Decision Reference DRN-3967744
18 Jul 2023 Wealthwise Financial Services Ltd UpheldMortgagesDRN-3967744 The complaint This complaint’s about a mortgage that Mrs F and Mr M applied for through Wealthwise Financial Services Ltd (WFS). The mortgage application was unsuccessful but in the meantime Mrs F had sold her existing property and repaid the mortgage she had on it in her sole ... (3 pages)View decision -
Decision Reference DRN-4021300
20 Jun 2023 Wise Payments Limited Not upheldBanking and PaymentsDRN-4021300 The complaint Mr K complains that Wise Payments Limited (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr K is being represented by a third party. To keep things simple, I will refer to Mr K throughout my decision. What happened The background of t... (3 pages)View decision -
Decision Reference DRN-4065870
20 Jun 2023 Wise Payments Limited Not upheldBanking and PaymentsDRN-4065870 The complaint Ms K complains that Wise Payments Limited (‘Wise’) won’t refund the money she lost in a scam. What happened Ms K says she saw an advert about investing with a company I’ll refer to as L on a social networking site. She left her details and received a call and then... (3 pages)View decision -
Decision Reference DRN-4190599
14 Jun 2023 Wise Payments Limited Not upheldBanking and PaymentsDRN-4190599 The complaint Mr C complains Wise Payments Limited didn’t do enough to protect him from the loss of money to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything here. In brief summary, Mr C has explained t... (2 pages)View decision -
Decision Reference DRN-4105089
13 Jun 2023 Coverwise Ltd Not upheldInsuranceDRN-4105089 The complaint Mr E complains that Coverwise Ltd didn’t provide him with good customer service when he asked for assistance in making a travel insurance claim. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think... (4 pages)View decision -
Decision Reference DRN-4124777
7 Jun 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4124777 The complaint Mr R is unhappy that Wise Payments Limited closed his account without notice and didn’t return the £20 that was present in the account to him. Mr R is also unhappy that the closure of his account meant he could no longer access his account statements, and that Wis... (4 pages)View decision -
Decision Reference DRN-4071724
6 Jun 2023 Wise Payments Limited Not upheldBanking and PaymentsDRN-4071724 The complaint Ms A complains that Wise Payments Limited (“WPL”) deactivated and then closed her account, and that it has not released funds held on that account to her. What happened WPL is an international money transfer platform and money remittance service. It offers a multi... (2 pages)View decision -
Decision Reference DRN-4146577
5 Jun 2023 Wise Payments Limited Not upheldBanking and PaymentsDRN-4146577 The complaint A company which I’ll call ‘2’ complains that Wise Payments Limited wouldn’t refund a payment after they didn’t receive the agreed service from the third-party payee. The complaint is brought on 2’s behalf by their director, Mr H. What happened 2 told us: They mad... (2 pages)View decision
