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-4439469
26 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4439469 The complaint Miss M complains through a representative that Monzo Bank Ltd (“Monzo”) has failed to refund over £45,000 she lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, ... (3 pages)View decision -
Decision Reference DRN-4530240
26 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4530240 The complaint Mrs B complains that Monzo Bank Ltd (‘Monzo’) declined to offer her a refund of £829.20 which she says she lost as the result of a scam. What happened In July 2023, Mrs B found herself locked out of her property and so she found a locksmith online and reached out ... (4 pages)View decision -
Decision Reference DRN-4708044
26 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4708044 The complaint Mr D is unhappy that Monzo Bank Ltd, trading as Monzo, didn’t call him before taking money out of his account as per his communication requirements. What happened Mr D holds an account with Monzo and has made Monzo aware that he has learning difficulties which mak... (3 pages)View decision -
Decision Reference DRN-4707627
26 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4707627 The complaint Mr M complains Monzo Bank Ltd (Monzo) won’t refund the funds he lost as a result of a scam. What happened I issued my provisional decision on this complaint on 8 March 2024. I wanted to give both sides a chance to provide any further evidence and arguments before ... (6 pages)View decision -
Decision Reference DRN-4442809
25 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4442809 The complaint Mr C complains that Monzo Bank Ltd (“Monzo”) won’t refund over £20,000 he lost to an employment scam in May 2023. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reasons for... (2 pages)View decision -
Decision Reference DRN-4628790
25 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4628790 The complaint Miss D complains that Monzo Bank Ltd did not refund a series of payments she lost as part of a scam. What happened Miss D saw concert tickets for sale on social media and reached out to the seller. They confirmed they still had the tickets and provided a screensho... (3 pages)View decision -
Decision Reference DRN-4646902
22 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4646902 The complaint Ms M complains that Monzo Bank Ltd hasn’t refunded her after she fell victim to a scam. What happened Ms M came across a post on Facebook from someone offering working from home job opportunities. She was interested and got in touch with the poster via WhatsApp. M... (3 pages)View decision -
Decision Reference DRN-4617816
22 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4617816 Complaint Mr K is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background Mr K wanted to arrange driving lessons. He posted on a group on a social media site asking for recommendations. Another member of that group responded with a link to a ... (2 pages)View decision -
Decision Reference DRN-4680890
22 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4680890 The complaint Miss M is complaining about Monzo Bank Ltd because it defaulted her account at a time when she was agreeing a repayment plan to pay back money she owed. She’s also dissatisfied with the service she received, particularly delays in responding to her emails. What ha... (4 pages)View decision -
Decision Reference DRN-4502854
21 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4502854 The complaint L complains that Monzo Bank Ltd did not refund the £4,500 he lost to a scam. What happened L is a limited company, and Mr B has brought the complaint on its behalf, so I’ll mostly refer to him throughout the decision. Both parties are aware of the circumstances of... (4 pages)View decision
