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 1868 results
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Decision Reference DRN-4441166
23 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4441166 Complaint Miss F is unhappy that Monzo Bank Ltd hasn’t reimbursed her after she fell victim to a scam. Background Miss F wanted to buy a slush machine and had been looking at second-hand models on a popular online marketplace. She found one that was suitably priced and agreed t... (2 pages)View decision -
Decision Reference DRN-4379871
23 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4379871 Complaint Miss W is unhappy that Monzo Bank Ltd hasn’t reimbursed her after she fell victim to a scam. Background In December 2022, Miss W was targeted by a scam. She was contacted on a social messaging platform by someone who claimed to be working on behalf of a well-known rec... (4 pages)View decision -
Decision Reference DRN-4336399
20 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4336399 The complaint A limited company ‘C’ complains that Monzo Bank Ltd didn’t do enough to prevent the loss they suffered when they sent money to a Monzo account as a result of a scam. C has used a representative to bring the complaint, but for ease of reading, I’ll mostly just refe... (4 pages)View decision -
Decision Reference DRN-4317081
20 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4317081 The complaint Mr K is unhappy that Monzo Bank Ltd decided not to refund him after he was the victim of an Authorised Push Payment (APP) scam. What happened Mr K says he received a cold call from a company I’ll refer to as P, followed by a letter, offering assistance in recoveri... (4 pages)View decision -
Decision Reference DRN-4421097
20 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4421097 The complaint Mr B complains that Monzo Bank Ltd did not refund £6,200 that he lost as part of a scam. What happened Mr B found an advert on a social media platform for an investment company. He looked them up online and thought he was dealing with someone connected to a genuin... (3 pages)View decision -
Decision Reference DRN-4055591
17 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4055591 The complaint Mr T complains Monzo Bank Ltd (“Monzo”) blocked his account causing him financial loss as the funds couldn’t be used for an investment opportunity. What happened On 11 August 2022, following an internal review, Monzo blocked Mr T’s account. On 12 August 2022, Monz... (3 pages)View decision -
Decision Reference DRN-4430501
17 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4430501 The complaint Ms S complains that Monzo Bank Ltd won’t refund money she lost as a result of an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in summary, I understand... (3 pages)View decision -
Decision Reference DRN-4434560
16 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4434560 The complaint Ms P complains Monzo Bank Ltd allowed an unauthorised transaction to leave her account and didn’t recover it when she disputed it. Ms P also complains about the way she was spoken to by an agent. What happened Ms P has an account with Monzo. Ms P says she signed u... (2 pages)View decision -
Decision Reference DRN-4238887
16 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4238887 The complaint Miss P complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In May 2022, Miss P was looking to buy a car and saw one she was interested in listed for sale on an online auction website. She contacted the sel... (5 pages)View decision -
Decision Reference DRN-4344185
15 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4344185 The complaint Mr E has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened Mr E is represented in this complaint by a solicitor, for simplicity I will refer to Mr E throughout this decision, even when referencing what is r... (3 pages)View decision
