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-4545434
23 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4545434 The complaint Mr W and Ms W complain that Monzo Bank Ltd (‘Monzo’) won’t refund the money they lost after falling victim to a scam. The complaint was brought by a representative for Mr W and Ms W, but the Monzo account is held in Ms W’s sole name. For simplicity, I’ll refer to ... (5 pages)View decision -
Decision Reference DRN-4488403
19 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4488403 The complaint Mr A complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In late 2022, Mr A was looking to arrange a visa to allow him to remain in the country after he finished his academic degree. A friend of his introduc... (5 pages)View decision -
Decision Reference DRN-4509526
19 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4509526 The complaint Mr T complains Monzo Bank Ltd (Monzo) failed to refund him for transactions on his account he says he didn’t make. What happened Mr T says four transactions were made on his Monzo account on 27 May 2023 totally an amount of £720.80 – which he says are fraudulent. ... (2 pages)View decision -
Decision Reference DRN-4555646
19 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4555646 The complaint Miss H has a current account with Monzo Bank Ltd. In July 2022, she owned a van which needed a major repair. A man contacted her through social media and told her he could arrange the repair for her. She transferred just under £2,000 to him from her Monzo account.... (4 pages)View decision -
Decision Reference DRN-4568768
19 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4568768 The complaint Miss H complains that Monzo Bank Ltd (“Monzo”) won’t refund over £46,000 she lost to an investment scam. What happened Miss H fell victim to a cryptocurrency investment scam after she was cold called by a scam broker (“Z”) in March 2021. The broker showed her how ... (7 pages)View decision -
Decision Reference DRN-4520965
18 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4520965 The complaint Mr N complains that Monzo Bank Ltd (“Monzo”) failed to protect his account and refund transactions he didn’t make. What happened What Mr N says Mr N contacted Monzo and advised them that he wanted to report a number of transactions relating to a specific merchant ... (4 pages)View decision -
Decision Reference DRN-4567367
18 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4567367 The complaint F, a limited company, complains that Monzo Bank Limited didn’t do enough to prevent the loss it suffered when it sent money to a Monzo account as the result of a scam. Mr J (a director of F) brings the complaint on its behalf and has used a representative when doi... (3 pages)View decision -
Decision Reference DRN-4536846
18 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4536846 The complaint Miss I complains that Monzo Bank Ltd didn’t do enough to protect her when she was the victim of a crypto investment scam. Miss I is being supported by a representative, but for ease, I’ll refer to Miss I throughout this decision. What happened The background to th... (4 pages)View decision -
Decision Reference DRN-4483919
17 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4483919 The complaint Miss Z is unhappy that Monzo Bank Ltd will not refund the money she lost as the result of an authorised push payment (APP) scam. What happened Both parties are familiar with the details of the scam so I won’t repeat them in full here. In summary, Miss Z fell victi... (3 pages)View decision -
Decision Reference DRN-4340323
17 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4340323 The complaint Mr R complains that Monzo Bank Ltd unfairly closed his account and registered a CIFAS marker against him. CIFAS is the UK’s fraud alert service. What happened Mr R had an account with Monzo. In January 2023, a payment of £200, was made into Mr R’s account, with th... (4 pages)View decision
