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-2556092
8 Jun 2022 Sure Wise Limited Not upheldInsuranceDRN-2556092 The complaint Ms S has complained that Sure Wise Limited mis-sold her a policy for a storage unit. What happened Ms S had insurance for storage units that she rented. When Ms S stopped using the storage units, she emptied the storage units and realised that a number of items th... (2 pages)View decision -
Decision Reference DRN-3456044
20 May 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3456044 The complaint Mr P complains Wise Payments Limited won’t reimburse money he lost as a result of a scam. 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 focus on giving reasons for my decision... (2 pages)View decision -
Decision Reference DRN-3377931
11 May 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3377931 The complaint Mrs U complains Wise Payments Limited won’t refund money she was tricked into transferring to a fraudster. What happened Mrs U attempted to purchase a shipment of goods. The seller was based overseas and after she paid for the goods, they demanded a series of addi... (2 pages)View decision -
Decision Reference DRN-3368832
20 Apr 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3368832 The complaint Mr L complains that Wise Payments Limited deposited a transfer into the wrong account and failed to take reasonable measures to get it back. What happened On 15 March 2021 a transfer for a substantial sum was sent to Wise, intended for Mr L. But due to an error on... (2 pages)View decision -
Decision Reference DRN-3403834
30 Mar 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3403834 The complaint Mr M complains that Wise Payments Limited (previously TransferWise Limited) (“Wise”) won’t refund money he lost to a scam. Mr M is being represented by his son in this complaint. What happened In 2019, Mr M was the victim of an investment scam. He read an article ... (6 pages)View decision -
Decision Reference DRN-3330714
28 Mar 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3330714 The complaint Mr G’s complaint is that Wise Payments Limited has treated him unfairly in regard to transactions for flights abroad and his account closing. What happened Mr G used his account with Wise Payments Limited (‘Wise’ from now on) to pay for two sets of flights. There... (3 pages)View decision -
Decision Reference DRN-3333350
23 Mar 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3333350 The complaint Mr B is unhappy Wise Payments Limited won’t refund payments he made to a fraudster. What happened Between late August 2020 and early October 2020, Mr B made six payments utilising Wise’s services, totalling £11,600 to payees based overseas. He believed the payment... (2 pages)View decision -
Decision Reference DRN-3172491
19 Mar 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3172491 The complaint Mrs B is unhappy with how Wise Payments Limited (Wise) handled matters surrounding the closure of her accounts. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focu... (2 pages)View decision -
Decision Reference DRN-3381134
18 Mar 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3381134 The complaint Mr H complains as a director of G (a limited company) that Wise Payments Limited (“Wise”) didn’t do more to protect his company when he was the victim of a scam. What happened The circumstances of this complaint are well known to both parties so I won’t go into to... (3 pages)View decision -
Decision Reference DRN-3358289
11 Mar 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3358289 The complaint Mr N says TransferWise, now Wise Payments Limited (“Wise Payments”), didn’t do enough to help when he fell victim to a HMRC impersonation scam and that it should reimburse him. What happened The details of this case have been clearly set out by our investigator. A... (4 pages)View decision
