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 2129 results
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Decision Reference DRN-4717989
9 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4717989 The complaint Mr M is unhappy that Monzo Bank Ltd won’t refund him for money he lost as part of a scam. What happened Further to looking for jobs online, Mr M was contacted by WhatsApp with a supposed job opportunity with a company I’ll call ‘M’. Unfortunately for Mr M, they we... (3 pages)View decision -
Decision Reference DRN-4729744
9 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4729744 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he fell victim to a scam. What happened Mr A is represented in this case but for ease I’ll refer to Mr A throughout this decision. Mr A says that he was unable to work and was looking... (3 pages)View decision -
Decision Reference DRN-4642437
8 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4642437 The complaint Mr O has complained Monzo Bank Ltd won’t refund transactions he didn’t make. What happened In the morning of 7 October 2023 Mr O noticed two transactions made with his Monzo card which he didn’t recognise. Monzo reviewed the transactions but felt their technical e... (3 pages)View decision -
Decision Reference DRN-4465599
8 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4465599 The complaint Mr Q has complained that Monzo Bank Ltd provided him with an overdraft without doing the right affordability checks. He says the overdraft was unaffordable and has asked for all interest and charges incurred on the overdraft to be refunded. What happened Mr Q took... (4 pages)View decision -
Decision Reference DRN-4679471
5 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4679471 Complaint Mr D is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background In March 2023, Mr D fell victim to a purchase scam. He wanted to buy a second-hand mobile phone and found one advertised on a social media platform that he was happy to... (2 pages)View decision -
Decision Reference DRN-4722720
5 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4722720 The complaint Mr B complains that Monzo Bank Ltd treated him unfairly when it dealt with a Chargeback claim he made. What happened Mr B said he made a purchase online for £689.42 for a product but didn’t receive the item. He asked for a refund within 30 days but this did not ha... (3 pages)View decision -
Decision Reference DRN-4715511
5 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4715511 The complaint Mr M complains that Mono Bank Ltd did not refund £4,635 he lost to a scam. What happened Mr M is a sole trader and was looking for a vehicle for his business. He found one on an online marketplace and got in contact with the company. He asked for additional photos... (3 pages)View decision -
Decision Reference DRN-4722397
4 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4722397 The complaint Mr G complains that Monzo Bank Ltd won’t refund over £22,000 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 G fell victim to a fake job scam after he was contacte... (4 pages)View decision -
Decision Reference DRN-4685643
4 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4685643 The complaint Mr M complains that Monzo Bank Ltd failed to give him adequate support or customer service when he asked it to assist him concerning some gambling transactions he'd made on his account. What happened At the end of May 2023 Mr M contacted Monzo to ask it to re... (3 pages)View decision -
Decision Reference DRN-4463988
3 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4463988 The complaint Mr R complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to an investment scam. What happened I issued a provisional decision for Mr R’s complaint on 15 March 2024. Rather than repeat the circumstances of the complaint and my provisional finding... (6 pages)View decision
