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 2131 results
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Decision Reference DRN-4809361
21 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4809361 The complaint Mr G complains that Monzo Bank Ltd 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 known to bo... (6 pages)View decision -
Decision Reference DRN-4801854
21 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4801854 The complaint Miss B complains that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost as a result of a job scam. She’s being supported by a representative. To keep things simple, I’ll refer to Miss B throughout this decision. What happened The background to this complain... (6 pages)View decision -
Decision Reference DRN-4796370
21 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4796370 The complaint Mr G complains Monzo Bank Ltd (Monzo) failed to pay the £50 compensation it agreed it would. What happened Mr G says he had an issue with Monzo as it failed to amend his email address which resulted in him incurring bank charges. Mr G says when he complained about... (2 pages)View decision -
Decision Reference DRN-4458806
17 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4458806 The complaint Miss C complains Monzo Bank Ltd failed to assist her when she wanted to dispute payments made on her debit card for the rental of holiday accommodation. What happened Miss C used her Monzo debit card to make two part-payments totalling £342 for the rental of a hol... (5 pages)View decision -
Decision Reference DRN-4513902
17 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4513902 The complaint Mr T complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr T was contacted ... (3 pages)View decision -
Decision Reference DRN-4542792
17 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4542792 The complaint Miss B complains that Monzo Bank Ltd won’t fully refund the money she sent to a third party in error. What happened Miss B made three transactions to a third party whom I’ll refer to as A. These transactions amount to £1,125 and were made on 1 July 2023 (£75); 13 ... (3 pages)View decision -
Decision Reference DRN-4748308
17 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4748308 The complaint Ms B is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund her for six payments totalling £22,500 she made as a result of a romance/investment scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them i... (5 pages)View decision -
Decision Reference DRN-4783126
17 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4783126 The complaint Mr R complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In September 2023, Mr R received a message from a friend of his on a social media platform about investing in cryptocurrency. The friend said they had... (3 pages)View decision -
Decision Reference DRN-4624211
16 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4624211 The complaint Miss B complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP) scam. In bringing her complaint to this service Miss B is represented, but for ease of reading I’ll refer to Miss B throughout this d... (7 pages)View decision -
Decision Reference DRN-4741347
16 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4741347 The complaint Mr M via a representative complains that Monzo Bank Ltd (“Monzo”) won’t refund over £40,000 he lost to a fake job 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 M fell victim ... (5 pages)View decision
