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-4558251
15 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4558251 The complaint Miss F has complained Monzo Bank Ltd won’t refund her for transactions she didn’t make or authorise. What happened In December 2022, whilst working overseas, Miss F noticed numerous transactions to the same merchant. These totalled more than £1,110. She reported t... (3 pages)View decision -
Decision Reference DRN-4500376
15 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4500376 The complaint Mr A has complained Monzo Bank Ltd, trading as Monzo, won’t refund money he didn’t receive after using a cash machine. What happened In July 2023 Mr A used a cash machine to withdraw £120. He didn’t receive any money from the cash machine but noticed there was £10... (2 pages)View decision -
Decision Reference DRN-4523864
15 Jan 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-4523864 The complaint Mr C has a number of complaints against Monzo Bank Ltd. He says Monzo: irresponsibly lent him a loan. Didn’t block gambling transactions even though he applied a gambling block to his account. Provided poor customer service in the way it handled his complaint. ... (3 pages)View decision -
Decision Reference DRN-4368313
15 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4368313 The complaint Miss M complains about the way she was treated by Monzo Bank Ltd when she raised an issue with them about a payment on her account. What happened Miss M has told us that she can't read or write, and Monzo is aware of her needs in that respect. In April 2023 s... (2 pages)View decision -
Decision Reference DRN-4199818
12 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4199818 The complaint Miss B complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. Miss B is being represented by a third party. To keep things simple, I will refer to Miss B throughout my decision. What happened The background of ... (3 pages)View decision -
Decision Reference DRN-4436256
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4436256 The complaint Mr A complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to a scam. What happened Mr A sent two faster payments – one for £80 the next for £600 – to purchase an iPhone through Facebook Marketplace. Mr A didn’t realise at the time, but he’d fall... (4 pages)View decision -
Decision Reference DRN-4275831
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4275831 The complaint Mrs B complains that Monzo Bank Ltd won’t refund money she lost when she fell victim to two investments scams in October 2022. Mrs B is being represented by solicitors in her complaint. What happened The detailed background to this complaint is well known to both ... (3 pages)View decision -
Decision Reference DRN-4459761
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4459761 The complaint Ms J complains Monzo Bank Ltd didn’t do enough to protect her when she was the victim of an investment scam. What happened Ms J opened a current account with Monzo in 2018. Ms J says she didn’t use the account frequently between 2018 and 2022, and when she did the... (6 pages)View decision -
Decision Reference DRN-4551320
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4551320 The complaint Ms P complains that Monzo Bank Ltd won’t refund £60 she says wasn’t dispensed by an ATM. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat them all again here in detail. But I will provide an overview of events bel... (3 pages)View decision -
Decision Reference DRN-4398154
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4398154 The complaint Ms S complains that Monzo Bank Ltd (“Monzo”) won’t refund over £27,000 she 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, Ms S was the victim of a job task scam after b... (3 pages)View decision
