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
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Decision Reference DRN-4068999
22 Mar 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4068999 The complaint Mr T complains Wise Payments Limited (“Wise”) blocked and returned his payment which was sent for a Cuban humanitarian cause. Mr T adds that Wise’s actions are not in line with UK regulations. What happened In July 2022, Mr T sent a payment of £1 which was convert... (2 pages)View decision -
Decision Reference DRN-4665109
22 Mar 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4665109 The complaint Ms M complains that Wise has not refunded money she lost when she fell victim to an investment scam. Ms M is represented in bringing this complaint by her son. What happened Ms M holds a current account with Wise, which she originally opened as a means of sending ... (4 pages)View decision -
Decision Reference DRN-4487129
21 Mar 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4487129 The complaint Mr C complains that Wise Payments Limited trading as Wise didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this compla... (3 pages)View decision -
Decision Reference DRN-4692473
20 Mar 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4692473 The complaint Ms P complains that Wise Payments Limited has declined to refund payments she says she didn’t make or allow anyone else to make. What happened Ms P has raised a number of fraud claims, so for clarity I’m only considering here her complaint about four disputed paym... (4 pages)View decision -
Decision Reference DRN-4630198
19 Mar 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4630198 The complaint Mr Y complains that Wise Payments Limited won’t refund all the money he lost to an investment recovery scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving the reasons for my dec... (2 pages)View decision -
Decision Reference DRN-4224369
18 Mar 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4224369 The complaint Mrs C via a representative complains that Wise Payments Limited (‘Wise’) won’t refund the money she lost in a scam. What happened Mrs C says her husband saw an advert about investing with a company I’ll refer to as B on a social networking site. Mrs C then read th... (3 pages)View decision -
Decision Reference DRN-4470370
15 Mar 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4470370 The complaint Miss P complains that Wise Payments Limited (“Wise”) won’t refund money she lost when she fell victim to a bank impersonation scam. What happened Miss P fell victim to a bank impersonation scam in September 2023. She received a text message followed by a call from... (2 pages)View decision -
Decision Reference DRN-4463769
15 Mar 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4463769 The complaint Miss S complains that Wise Payments Limited (“Wise”) won’t refund over £24,000 she lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Miss S fell victim to a fake ... (2 pages)View decision -
Decision Reference DRN-4630568
14 Mar 2024 Sure Wise Limited Not upheldInsuranceDRN-4630568 The complaint Mr S says Sure Wise Limited charged him twice for his Carer Employer insurance policy in October 2022. What happened Mr S noticed payments for the same amount had been taken by Sure Wise on 23 October and 25 October. He thought he’d been charged in error for his p... (1 page)View decision -
Decision Reference DRN-4674215
11 Mar 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4674215 The complaint Mr K complains Wise Payments Limited (“Wise”) restricted and closed his account, and only partially refunded some of the funds to him. To put things right, Mr K wants Wise to refund him the remaining balance and pay compensation for the distress and inconvenience ... (5 pages)View decision