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 1100 results
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Decision Reference DRN-3811442
18 Nov 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3811442 The complaint Mr L complains about the actions of Wise Payments Limited when he was the victim of a scam in which he sent money to one of its customer’s accounts. What happened The detailed background to this complaint is well known to both parties. So I’ll only provide a brief... (3 pages)View decision -
Decision Reference DRN-3730829
14 Nov 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3730829 The complaint Miss A complains that Wise Payments Limited, trading as Wise, cancelled two transfers that she requested. What happened Miss A initiated two transfers on 25 and 26 March 2020. Transaction #130217202 for $150,000 Canadian dollars (“CAD”) and transaction #130390715 ... (3 pages)View decision -
Decision Reference DRN-3706626
9 Nov 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3706626 The complaint Mr D is unhappy with the service he’s received from Wise Payments Limited, trading as Wise, surrounding fraud concerns he had on his account. What happened Mr D contacted Wise as he was concerned that an unknown party was attempting to access his account. Wise che... (2 pages)View decision -
Decision Reference DRN-3745861
9 Nov 2022 Coverwise Ltd Not upheldInsuranceDRN-3745861 The complaint Mr and Mrs M complain that Coverwise Ltd auto-renewed their annual travel insurance policy. As Mrs M brought the complaint, for ease of reading, I’ve mainly referred simply to her. What happened Mrs M took out an annual travel insurance policy in November 2018, wh... (3 pages)View decision -
Decision Reference DRN-3419076
26 Oct 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3419076 The complaint E a company complains that Wise Payments Limited did not refund them a transaction they claim was fraudulent. E is represented by its director Ms R. What happened E had an account with Wise. On 29 July E transferred £698.45 to its supplier abroad for the payment o... (2 pages)View decision -
Decision Reference DRN-3655931
25 Oct 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3655931 The complaint Ms M complains that Wise Payments Limited didn’t do enough to prevent the loss she incurred as a result of sending money to one of their accountholders. 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-3572784
21 Oct 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3572784 The complaint Mr A complains that Wise Payments Limited will not refund payments on his card which he says he didn’t authorise, and he disputes. Mr A would like the payments refunded. What happened Mr A had an account with Wise. Whilst he was abroad, he hired a car. He complai... (3 pages)View decision -
Decision Reference DRN-3762096
19 Oct 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3762096 The complaint i, a limited company complains that Wise Payments Limited (trading as Wise) failed to properly deactivate his account and caused delays returning funds paid into the account. i is being represented by its director, who I’ll refer to as Mr J – for ease, I’ll mainly... (3 pages)View decision -
Decision Reference DRN-3568568
3 Oct 2022 Wise Payments Limited UpheldBanking and PaymentsDRN-3568568 The complaint Miss P complains that Wise Payments Limited won’t refund money she was tricked into transferring to a fraudster. What happened Miss P opened an account with Wise in May 2020. Between July and October 2020, she sent four payments totalling around £17,000 to what sh... (5 pages)View decision -
Decision Reference DRN-3582776
28 Sep 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3582776 The complaint Mr J complains that Wise Payments Limited actioned an incorrect transfer request. What happened Mr J says he had two pending transfers on his Wise account, both for $43,000 Australian Dollars (AUD) to Pound sterling (GBP). He says one of these transfers expired an... (2 pages)View decision