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 1105 results
-
Decision Reference DRN-4790586
29 May 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4790586 The complaint Mr K complains that Wise Payments Limited won’t refund him an amount he believes he was overcharged by a merchant that he paid using his Wise debit card. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a... (2 pages)View decision -
Decision Reference DRN-4817253
24 May 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4817253 The complaint Mr W complains that Wise Payments Limited withheld access to funds after it closed his account. What happened Mr W had an account with Wise. In July 2020, Wise froze Mr W’s account. It says he was using the account for speculative currency trading – which it says ... (3 pages)View decision -
Decision Reference DRN-4814332
23 May 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4814332 The complaint Miss V complains that Wise Payments Limited won’t refund the money she lost after she was the victim of a scam. What happened In early 2023, Miss V saw an advert for a cryptocurrency investment company on a social media platform. She says she checked online review... (5 pages)View decision -
Decision Reference DRN-4810080
23 May 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4810080 Complaint Mrs D is unhappy that Wise Payments Limited (Wise) didn’t do more to protect her when she was targeted by a scammer. Background The background to this case is well known to the parties, so I don’t intend to set out in full here. What follows is a brief summary of what... (4 pages)View decision -
Decision Reference DRN-4339194
21 May 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4339194 The complaint Mr J complains that Wise Payments Limited (“Wise”) closed his account without notice and that it was unable to provide him sufficient information when he contacted it about this. What happened Mr J opened an account with Wise in July 2021. On 4 April 2023 Wise con... (4 pages)View decision -
Decision Reference DRN-4784851
20 May 2024 Wise One (UK) Ltd Not upheldInsuranceDRN-4784851 The complaint Mrs K and Mr K complain that Wise One (UK) Ltd mis-sold them insufficient term assurance cover, meaning they now have a shortfall of £17,803 after making a critical illness claim. What happened For ease of reading, I’ll hereafter refer to Mrs K and Mr K as ‘Mr and... (5 pages)View decision -
Decision Reference DRN-4698661
20 May 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4698661 The complaint Ms E complains Wise Payments Limited (“Wise”) refuses to refund her for payments on her account that she says she didn’t authorise. What happened Ms E says her phone was stolen on 3 August 2023 and her accounts were compromised. Between 23 August 2023 and 28 Augus... (2 pages)View decision -
Decision Reference DRN-4440799
17 May 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4440799 The complaint Mr H complains that Wise Payments Limited trading as Wise (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened Mr ... (2 pages)View decision -
Decision Reference DRN-4757203
14 May 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4757203 The complaint Mr W complains Wise Payments Limited didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr W has an account with Wise which he opened in the course of the scam he says he’s fallen for. He has an account elsewhere with a busine... (3 pages)View decision -
Decision Reference DRN-4701574
9 May 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4701574 The complaint Mr T complains that Wise Payments Limited (trading as “Wise”) won’t refund over £70,000 he lost to an investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reason... (2 pages)View decision