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-5797692
28 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5797692 The complaint Mr G is unhappy that Wise Payments Limited (‘Wise’) has decided not to refund the money he lost, to what he believed was an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties. So, I won’t repeat e... (4 pages)View decision -
Decision Reference DRN-5858497
27 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5858497 The complaint Mr P complains that Wise Payments Limited won’t refund the money he says he lost as the result of a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, Mr P holds a personal account wi... (3 pages)View decision -
Decision Reference DRN-5949096
25 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5949096 The complaint G, a company, complains that Wise Payments Limited charged a fee for receipt of an international SWIFT payment, without having warned of this in advance. Mr S, the director of G, makes the complaint on G’s behalf. What happened In July 2025 G received an incomi... (3 pages)View decision -
Decision Reference DRN-5891901
24 Nov 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5891901 The complaint Mr N has complained about how Wise Payments Limited (Wise) handled a refund claim he made to them. What happened Mr N purchased a camera using his Wise debit card from an online marketplace I shall call ‘F’ in November 2024 to the sum of £3,799.00. However, he ... (2 pages)View decision -
Decision Reference DRN-5952711
20 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5952711 The complaint H complain Wise Payments Limited (“Wise”) closed their account and failed to reasonably consider H’s explanation. H also complain they weren’t given fair opportunity to provide the information Wise requested. What happened The details of this complaint are well... (2 pages)View decision -
Decision Reference DRN-5905707
19 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5905707 The complaint Mr S complains that Wise Payments Limited, trading as Wise, unfairly closed his account and withheld access to his funds. What happened Earlier this year, Wise decided to terminate its relationship with Mr S. The firm withheld access to the balance that remaine... (2 pages)View decision -
Decision Reference DRN-5766807
18 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5766807 The complaint Mr P complains Wise Payments Limited cancelled a payment a third party made into his account. What happened Mr P explained a client arranged a transfer into his Wise account in early February 2025. Mr P said Wise contacted him the same day stating it had cancel... (3 pages)View decision -
Decision Reference DRN-5666369
17 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5666369 The complaint G, a limited company, complains that Wise Payments Limited won’t refund the money that its director – Mrs L – lost to a scam. What happened Both sides are most familiar with the case, and we must anonymise decisions, so I’ll summarise what happened relatively b... (4 pages)View decision -
Decision Reference DRN-5290531
14 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5290531 The complaint W – a limited company – complains that Wise Payments Ltd (‘Wise’) hasn’t refunded the money it lost to a scam. One of W’s directors, whom I’ll refer to as ‘J’, referred the complaint to this service on behalf of W. So, for ease of reading, I’ll refer only to J... (3 pages)View decision -
Decision Reference DRN-5937904
14 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5937904 The complaint Miss B complains that Wise Payments Limited (‘Wise’) won’t reimburse her for a payment she made to a scam. Miss B has been represented by her husband but for ease I will refer only to Miss B in this decision. What happened I issued a provisional decision on th... (4 pages)View decision