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-3503514
14 Jul 2022 Caravanwise Limited Not upheldInsuranceDRN-3503514 The complaint Mr C complains about the settlement figure paid to him when his caravan was damaged. What happened Mr C had caravan insurance arranged by Caravanwise Limited (Caravanwise). Caravanwise is an insurance broker not an insurer so it arranged the policy but the policy ... (2 pages)View decision -
Decision Reference DRN-3551814
30 Jun 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3551814 The complaint Mr Z is unhappy that Wise Payments Limited (‘Wise’) wouldn’t allow a money transfer he instructed. What’s happened? Mr Z says that he ordered an item from an electronics retailer and tried to pay for it via Wise. He’d ordered from the same retailer and paid via Wi... (2 pages)View decision -
Decision Reference DRN-3515451
24 Jun 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3515451 The complaint and what happened Mr F complains Wise Payments Limited won’t reimburse money he lost as a result of a scam. The full details of this complaint as well known to both parties, so I won’t repeat them here. Instead, I’ll recap the key points and focus on giving reason... (2 pages)View decision -
Decision Reference DRN-3471674
23 Jun 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3471674 The complaint Mrs S is unhappy that Wise Payments Limited (“Wise”) didn’t reimburse her for her loss after she was the victim of a scam. What happened In August 2021 Mrs S was looking for accommodation for a holiday online. She found two apartments advertised that were suitable... (3 pages)View decision -
Decision Reference DRN-3224557
10 Jun 2022 Wealthwise Corporate Financial Management Ltd UpheldPensions and AnnuitiesDRN-3224557 The complaint Mr T complains about advice he was given to transfer the benefits from his defined-benefit (DB) occupational pension scheme (OPS) to a personal pension plan. He says the advice was unsuitable for him and believes this has caused him a financial loss. Wealthwise Co... (7 pages)View decision -
Decision Reference DRN-3487528
9 Jun 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3487528 The complaint Mr and Mrs B made a payment using their account with Wise Payments Limited (trading as Wise) for £4,210, thinking they were paying to rent a property, but this turned out to be a scam. They are unhappy that Wise was unable to stop the payment from leaving the acco... (4 pages)View decision -
Decision Reference DRN-2556092
8 Jun 2022 Sure Wise Limited Not upheldInsuranceDRN-2556092 The complaint Ms S has complained that Sure Wise Limited mis-sold her a policy for a storage unit. What happened Ms S had insurance for storage units that she rented. When Ms S stopped using the storage units, she emptied the storage units and realised that a number of items th... (2 pages)View decision -
Decision Reference DRN-3456044
20 May 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3456044 The complaint Mr P complains Wise Payments Limited won’t reimburse money he lost as a result of a scam. The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap the key points and focus on giving reasons for my decision... (2 pages)View decision -
Decision Reference DRN-3377931
11 May 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3377931 The complaint Mrs U complains Wise Payments Limited won’t refund money she was tricked into transferring to a fraudster. What happened Mrs U attempted to purchase a shipment of goods. The seller was based overseas and after she paid for the goods, they demanded a series of addi... (2 pages)View decision -
Decision Reference DRN-3368832
20 Apr 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3368832 The complaint Mr L complains that Wise Payments Limited deposited a transfer into the wrong account and failed to take reasonable measures to get it back. What happened On 15 March 2021 a transfer for a substantial sum was sent to Wise, intended for Mr L. But due to an error on... (2 pages)View decision