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-2327898
27 Apr 2021 TransferWise Ltd Not upheldBanking and PaymentsDRN-2327898 The complaint S complains about TransferWise Ltd’s decision to close their account and the time it took for them to receive their money. S says they had to instruct a law firm due to the disruption caused and would like TransferWise to pay the legal costs. What happened S held ... (2 pages)View decision -
Decision Reference DRN-2688380
16 Mar 2021 TransferWise Ltd Not upheldBanking and PaymentsDRN-2688380 The complaint Mr P complains about how TransferWise Ltd deal with his money transfer. Mr P is represented by his friend in bringing this complaint. But for clarity – I’ll refer to all submissions as being made by him directly. What happened The background to this complaint and ... (5 pages)View decision -
Decision Reference DRN-2678332
12 Mar 2021 Hubwise Securities Limited UpheldInvestmentsDRN-2678332 The complaint Mrs and Mrs C complain that Hubwise Securities Limited (Hubwise) processed income payments late and their account was subject to administration errors which caused them to double check all information from Hubwise. Mr and Mrs C also complain that Hubwise sent them... (2 pages)View decision -
Decision Reference DRN-2607745
23 Feb 2021 Wise Financial Consulting Limited Not upheldPensions and AnnuitiesDRN-2607745 The complaint Mr S complained about the advice he received from Wise Financial Consulting Limited to buy a level payment annuity rather than a drawdown plan. Mr S has been represented by a claims management company, who I refer to below as “F”. What happened In January 2013 Mr ... (8 pages)View decision -
Decision Reference DRN6099627
15 Feb 2021 TransferWise Ltd Not upheldBanking and creditMr M is unhappy that TransferWise Ltd facilitated a fraudulent transfer from his TSB bank account. background Mr M was a victim of a fraud where a fraudster transferred £9,000 from his TSB bank account to a third party, via TransferWise, in June 2018. TSB accepted responsibility for what h... (2 pages)View decision -
Decision Reference DRN-2264454
29 Jan 2021 Be Wiser Insurance Services Ltd UpheldInsuranceDRN-2264454 The complaint Mr D complains that Be Wiser Insurance Services Ltd didn’t refund his deposit when he cancelled his motor insurance policy. He wants a refund and compensation for the stress caused. What happened Mr D took out a policy through Be Wiser, but he inputted the wrong p... (2 pages)View decision -
Decision Reference DRN-2526712
25 Jan 2021 Be Wiser Insurance Services Ltd UpheldInsuranceDRN-2526712 The complaint On behalf of H, a limited company, Mrs L complains that Be Wiser Insurance Services Limited didn’t advise that contents cover for H’s vans was needed when arranging a commercial fleet insurance policy for H. What happened When one of H’s vans was stolen in July 20... (4 pages)View decision -
Decision Reference DRN-2294013
16 Dec 2020 Moneywise Investments Plc UpheldInsuranceDRN-2294013 The complaint Mr B has complained that Moneywise Investments Plc (Moneywise), an insurance broker, failed to take out a before the event (BTE) legal expenses policy for him despite him paying extra for this when he took out his motor insurance policy. What happened I issued a p... (7 pages)View decision -
Decision Reference DRN-2420255
11 Dec 2020 Tradewise Insurance Services Ltd Not upheldInsuranceDRN-2420255 The complaint Mrs A has complained about her bicycle insurer Tradewise Insurance Services Ltd because it has declined her theft claim. What happened On a Saturday evening, Mrs A put her bicycle in her car. The next day, Sunday, around 9am, she put some other items in the car bu... (4 pages)View decision -
Decision Reference DRN-2330249
9 Dec 2020 TransferWise Ltd Not upheldBanking and PaymentsDRN-2330249 The complaint Ms M complains about how TransferWise Ltd dealt with a foreign currency transaction. What happened Ms M tried to transfer money from her United States of American (US) account using TransferWise. There were a number of issues and her US bank sent TransferWise a ch... (2 pages)View decision
