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 874 results
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Decision Reference DRN-3599952
1 Dec 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3599952 The complaint Ms J is unhappy that Wise Payments Limited won’t refund her money she lost as a result of a fraud. What happened Ms J was contacted about a potential cryptocurrency investment opportunity, which she was eventually persuaded to invest in. On 23 August 2021 Ms J set... (3 pages)View decision -
Decision Reference DRN-3747352
29 Nov 2022 Wise Payments Limited UpheldBanking and PaymentsDRN-3747352 The complaint Mr C complains, on behalf of M, that Wise Payments Limited won’t reimburse transactions he didn’t make or otherwise authorise. The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap the key points and fo... (2 pages)View decision -
Decision Reference DRN-3727996
22 Nov 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3727996 The complaint Mr S complains that Wise Payments Limited won’t refund a payment he made with incorrect details and he says they breached their terms and conditions. What happened Mr S says he made a payment using Wise’s systems, but the account holder name did not match the acco... (3 pages)View decision -
Decision Reference DRN-3761744
18 Nov 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3761744 The complaint Mr O complains that Wise Payments Limited (Wise) didn’t do enough to protect him from the loss of money to a scam. What happened Mr O has said that he was contacted by scammers in 2018 who persuaded him to invest 250 Euros in Bitcoin. He was “hassled” to invest mo... (2 pages)View decision -
Decision Reference DRN-3811442
18 Nov 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3811442 The complaint Mr L complains about the actions of Wise Payments Limited when he was the victim of a scam in which he sent money to one of its customer’s accounts. What happened The detailed background to this complaint is well known to both parties. So I’ll only provide a brief... (3 pages)View decision -
Decision Reference DRN-3730829
14 Nov 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3730829 The complaint Miss A complains that Wise Payments Limited, trading as Wise, cancelled two transfers that she requested. What happened Miss A initiated two transfers on 25 and 26 March 2020. Transaction #130217202 for $150,000 Canadian dollars (“CAD”) and transaction #130390715 ... (3 pages)View decision -
Decision Reference DRN-3706626
9 Nov 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3706626 The complaint Mr D is unhappy with the service he’s received from Wise Payments Limited, trading as Wise, surrounding fraud concerns he had on his account. What happened Mr D contacted Wise as he was concerned that an unknown party was attempting to access his account. Wise che... (2 pages)View decision -
Decision Reference DRN-3745861
9 Nov 2022 Coverwise Ltd Not upheldInsuranceDRN-3745861 The complaint Mr and Mrs M complain that Coverwise Ltd auto-renewed their annual travel insurance policy. As Mrs M brought the complaint, for ease of reading, I’ve mainly referred simply to her. What happened Mrs M took out an annual travel insurance policy in November 2018, wh... (3 pages)View decision -
Decision Reference DRN-3419076
26 Oct 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3419076 The complaint E a company complains that Wise Payments Limited did not refund them a transaction they claim was fraudulent. E is represented by its director Ms R. What happened E had an account with Wise. On 29 July E transferred £698.45 to its supplier abroad for the payment o... (2 pages)View decision -
Decision Reference DRN-3655931
25 Oct 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3655931 The complaint Ms M complains that Wise Payments Limited didn’t do enough to prevent the loss she incurred as a result of sending money to one of their accountholders. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a ... (2 pages)View decision
