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-4355934
25 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4355934 The complaint Miss D complains that Monzo Bank Ltd (‘Monzo’) won’t refund her after she fell victim to a scam. What happened Miss D says that she saw an advert on an online marketplace for a kayak for £300. Miss D was interested and messaged the seller to see if the kayak was s... (3 pages)View decision -
Decision Reference DRN-4254088
24 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsPage 1 of 5The complaint Miss R complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam. What happened The detailed background to this complaint is well known to both p... (5 pages)View decision -
Decision Reference DRN-4309090
23 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4309090 The complaint Mrs S complains that Monzo Bank Ltd (‘Monzo’) won’t refund her after she fell victim to a scam. What happened Mrs S is represented in this case but for ease I’ll refer to Mrs S throughout this decision. The facts of this case are well known to both parties, so I d... (3 pages)View decision -
Decision Reference DRN-4411364
20 Oct 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4411364 The complaint Mr H complains that Monzo Bank Ltd (Monzo) wouldn’t refund money he paid by mistake. What happened On 25 July 2022, Mr H paid £445 to the wrong recipient – as he mistyped the account number. Both the intended recipient and the recipient paid in error (who I will c... (5 pages)View decision -
Decision Reference DRN-4028032
19 Oct 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4028032 The complaint Mr K complains that Monzo Bank Ltd won’t refund money he lost after he fell victim to 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 in detail here. But in summary I unde... (4 pages)View decision -
Decision Reference DRN-4245362
19 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4245362 The complaint S, a limited company, complains that Monzo Bank Ltd won’t refund the money it lost when it was the victim of a scam. What happened S is a limited company and, in July 2022, it was looking to purchase a van. It saw one it was interested in for sale on an online auc... (4 pages)View decision -
Decision Reference DRN-4330804
19 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4330804 The complaint Mr G complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In July 2022, Mr G saw an advert for an investment company on a social media platform. He was interested in making some extra money, so followed the l... (4 pages)View decision -
Decision Reference DRN-4061431
19 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4061431 The complaint Mr M complains that Monzo Bank Ltd (‘Monzo’) won’t refund money he lost as the result of a scam. What happened In 2021, Mr M was contacted online by someone who I’ll refer to as C. C offered Mr M a way to increase his income by investing through a company I’ll ref... (4 pages)View decision -
Decision Reference DRN-4188855
17 Oct 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4188855 The complaint Ms M complains that Monzo Bank Ltd (“Monzo”) have failed to refund money that she lost as part of an investment scam. What happened Ms M was contacted by someone who said they worked for a Crypto trading company that I will call B. From what I can see, Ms M transf... (2 pages)View decision -
Decision Reference DRN-4330490
13 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4330490 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) won’t refund him after he fell victim to a scam. What happened Mr B is represented in this case but for ease I’ll refer to Mr B throughout this decision. Mr B has had an account with Monzo since 2019. In around December... (4 pages)View decision
