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 1111 results
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Decision Reference DRN-5652962
5 Dec 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5652962 The complaint Mr A complains that Wise Payments Limited (Wise) failed to protect him from losing money in a scam. A professional representative, C, has brought the complaint to the Financial Ombudsman Service on Mr A’s behalf. What happened The background to this complaint ... (5 pages)View decision -
Decision Reference DRN-5906916
5 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5906916 The complaint Mr M complains that Wise Payments Limited won’t refund him the money he says he lost in an investment scam. Mr M is being represented by a professional representative but for ease of reading I’ll just refer to Mr M. What happened The circumstances surrounding t... (4 pages)View decision -
Decision Reference DRN-5761858
5 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5761858 The complaint Mr T is complaining that Wise Payments Limited hasn’t refunded a payment he was tricked into making as part of a scam. What happened Mr T had made a booking with a travel agency. He’s told us the booking was cancelled, and he called what he believed to be the t... (3 pages)View decision -
Decision Reference DRN-5808431
4 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5808431 The complaint Mr K is unhappy about Wise Payments Limited trading as Wise. A technical issue led to some Wise accounts, including Mr K’s, showing an inflated balance. This meant it looked like there was more money in the account than there should have been. Mr K transferred... (4 pages)View decision -
Decision Reference DRN-5853068
4 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5853068 The complaint Ms H complains that a payment she made via Wise Payments Limited (Wise) through the SWIFT system resulted in the recipient receiving less money than was sent. What happened In May 2025, Ms H sent money abroad from her Wise account. The amount received by the re... (3 pages)View decision -
Decision Reference DRN-5697593
3 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5697593 The complaint Mr P complains that Wise Payments Limited trading as Wise (Wise) unfairly blocked and closed his account without providing a proper explanation. Mr P is also unhappy with how long Wie took to return his closing balance. What happened The detailed background of ... (3 pages)View decision -
Decision Reference DRN-5724060
2 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5724060 The complaint Mr G is unhappy with how Wise Payments Limited (“Wise”) handled his chargeback claim. What happened The parties are familiar with the background of this complaint, so I will summarise it here, which reflects my informal remit. In February 2025 Mr G booked accom... (5 pages)View decision -
Decision Reference DRN-5892788
28 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5892788 The complaint Ms J complains about Wise Payments Limited. She says that Wise should refund her the full amount she lost when she fell victim to an impersonation scam. What happened Ms J received phone call from someone purportedly from an online selling site ‘A’ who told h... (3 pages)View decision -
Decision Reference DRN-5382520
28 Nov 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5382520 The complaint Mr A complains that Wise Payments Limited 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 complaint is well ... (4 pages)View decision -
Decision Reference DRN-5595318
28 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5595318 The complaint Mr K complains that Wise Payments Limited (“Wise”) won’t refund payments made as part of a scam. What happened In June 2024, Mr K contacted Wise and disputed two card transactions to a cryptocurrency provider I’ll call “B”. He said he’d received an email that ... (3 pages)View decision