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 1885 results
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Decision Reference DRN-4556318
30 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4556318 The complaint Miss V complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost after falling victim to a scam. What happened In July 2023, Miss V was trying to book her practical driving test. She wanted an earlier test date than was available through the DVLA sit... (3 pages)View decision -
Decision Reference DRN-4544163
29 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4544163 The complaint Mrs M complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in a scam. What happened What Mrs M says: Mrs M found a company advertising on a booking website. Mrs M contacted them and had regular contact. She confirmed the dates of the booking on WhatsA... (4 pages)View decision -
Decision Reference DRN-4581602
29 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4581602 The complaint Mr S complains that Monzo Bank Ltd (Monzo) won’t refund the money he paid for an item he didn’t receive. Mr S has used a professional representative to bring this complaint to our service and they have made submissions on his behalf. For consistency, I’ll refer to... (5 pages)View decision -
Decision Reference DRN-4475702
29 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4475702 The complaint Mr D complains that Monzo Bank Ltd has prevented him from having access to his own account with them. What happened Mr D has had his Monzo account open for several years with a positive balance. Monzo blocked access to Mr D’s account when he didn’t complete a Cust... (3 pages)View decision -
Decision Reference DRN-4530211
26 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4530211 The complaint Mr S complains Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In June 2022, Mr S came across an article online which said a well-known television personality had made a significant amount of money investing in cryptoc... (5 pages)View decision -
Decision Reference DRN-4375878
26 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4375878 The complaint Mr J complains that Monzo Bank Ltd won’t refund the money he lost, after he fell victim to an authorised push payment (“APP”) scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will foc... (2 pages)View decision -
Decision Reference DRN-4582939
26 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4582939 The complaint Mrs C is unhappy that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened I issued my provisional decision on this complaint on 10 January 2024. The background and circumstances of the ... (8 pages)View decision -
Decision Reference DRN-4583629
26 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4583629 The complaint Mr N complains that Monzo Bank Ltd (‘Monzo’) won’t refund him the money he lost when he fell victim to a scam. What happened Mr N fell victim to a task-based employment scam in April 2023. Mr N says that he was looking for work and had sent his details to various ... (5 pages)View decision -
Decision Reference DRN-4566372
26 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4566372 The complaint Mr T complains that Monzo Bank Ltd (“Monzo”) is holding him responsible for an ATM withdrawal which he says he didn’t authorise, and that it’s unfairly closed his account. What happened The background to this complaint is well known to both parties, so I won’t rep... (2 pages)View decision -
Decision Reference DRN-4473410
25 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4473410 The complaint Mr A complains that Monzo Bank Ltd won’t refund over £12,000 he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr A fell victim to a fake job scam after he was contacte... (3 pages)View decision
