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-4397626
12 Oct 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4397626 The complaint Mr J and Mr O have complained that Monzo Bank Ltd won’t refund a transaction they say they didn’t make or otherwise authorise. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Mr J’s card details were used to register fo... (3 pages)View decision -
Decision Reference DRN-4365712
12 Oct 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4365712 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) failed to stop payments made to a merchant for gambling or reach out to help despite knowing he had a gambling problem. What happened Mr S held an account with Monzo and had activated a gambling block on his account. On... (3 pages)View decision -
Decision Reference DRN-4379388
10 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4379388 The complaint Mr A complains about poor service from Monzo Bank Ltd when he requested blocks on transactions linked to his gambling addiction. He said this led him to spend £1,839 on a gambling platform. What happened I set out the background to Mr A’s complaint in my provision... (5 pages)View decision -
Decision Reference DRN-4310971
9 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4310971 The complaint Ms W complains that Monzo Bank Plc has declined to refund a payment that was made as part of a scam. What happened Ms W says that on 18 February 2023 she fell victim to a scam. She’s explained she was in Hong Kong with a friend who was helping her sell an item thr... (3 pages)View decision -
Decision Reference DRN-3796398
9 Oct 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3796398 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost in a scam. What happened Miss A says that she was contacted by someone on a social media platform who said she was trying to build a business and could help Miss A to invest in cryptocu... (3 pages)View decision -
Decision Reference DRN-4064074
6 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4064074 The complaint Mr S is unhappy that Monzo Bank Ltd won’t refund money he lost to a scam. What happened Mr S wished to purchase some airline tickets. He received a quote from his local travel agent (that he’d used in the past), but on this occasion he decided to search online ins... (3 pages)View decision -
Decision Reference DRN-4386386
6 Oct 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4386386 The complaint Ms F complains that Monzo Bank Ltd didn’t do enough to prevent her losing money to a scam. Ms F has used a representative to bring her complaint, but for ease of reading I’ll mostly just refer to Ms F herself. What happened The detailed background to this complain... (3 pages)View decision -
Decision Reference DRN-4350988
6 Oct 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4350988 The complaint Miss P complains that Monzo Bank Ltd (‘Monzo’) won’t refund money she lost after falling victim to a scam. What happened In 2022 Miss P was looking for a nanny job and found a job offer online. She provided her contact information and was contacted by someone who ... (2 pages)View decision -
Decision Reference DRN-4075773
3 Oct 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4075773 The complaint B complains that Monzo Bank Ltd hasn’t refunded a disputed transaction on its account. B is being represented by Mr R who I’ll refer to throughout my decision. What happened The detailed background to this complaint is well known to both parties. So, I’ll only pro... (3 pages)View decision -
Decision Reference DRN-4321933
30 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4321933 The complaint Mr W complains that Monzo Bank Ltd hasn’t reimbursed him after he was the victim of an investment scam. What happened The parties here are aware of the circumstances of the complaint, so I won’t recount these in detail here. But in brief, in 2022 Mr W was tricked ... (4 pages)View decision
