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-4204817
29 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4204817 The complaint Mr A complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to an investment scam. Mr A is represented by a claims management company I’ll call R. What happened I issued a provisional decision (PD) for this complaint on 6 September 2023. In it I se... (6 pages)View decision -
Decision Reference DRN-4232863
29 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4232863 The complaint Miss B complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by an investment scam company, or to help her recover the money once she’d reported the scam. What happened The detailed background to this complaint is well known ... (5 pages)View decision -
Decision Reference DRN-4366174
29 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4366174 The complaint Mrs O complains that Monzo Bank Ltd (“Monzo”) won’t refund her multiple payments made from her current account as the result of a scam. What happened I issued a provisional decision in September 2023 to explain why I thought Mrs O’s complaint should be partially u... (7 pages)View decision -
Decision Reference DRN-4374107
28 Sep 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4374107 The complaint Mr A complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to a scam whilst trying to buy a watch. What happened I issued a provisional decision for Mr A’s complaint on 7 September 2023. I’ve copied this below as both parties have now responded. M... (4 pages)View decision -
Decision Reference DRN-4369942
28 Sep 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4369942 The complaint Mr D is unhappy that Monzo Bank Ltd made errors when attempting to recover a payment. What happened Mr D was the victim of a scam which involved him making a transfer of £1,650 from his Monzo account to the scammer’s account that was held with an overseas bank. Wi... (4 pages)View decision -
Decision Reference DRN-4353725
28 Sep 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4353725 The complaint Mr J complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam. What happened The detailed background to this complaint is well known to ... (4 pages)View decision -
Decision Reference DRN-4323008
28 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4323008 The complaint Miss T complains that Monzo Bank Ltd won’t refund money she lost to a scam. What happened Miss T was looking for a place to rent. She found somewhere suitable listed on a popular social media marketplace. She contacted the person who created the advert. They advis... (2 pages)View decision -
Decision Reference DRN-4372014
27 Sep 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4372014 The complaint Mr F complains that Monzo Bank Ltd refuses to refund transactions that he says he didn’t authorise or consent to. What happened The background to this complaint is well known to both parties, so I’ll only summarise key events. Mr F reported to Monzo that he had st... (2 pages)View decision -
Decision Reference DRN-4313763
27 Sep 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4313763 The complaint Ms M complains that Monzo Bank Ltd (Monzo) wouldn’t refund money she lost in a scam. What happened What Ms M says: Ms M is represented by a third-party claims firm. In November 2021, Ms M opened an account with Monzo – as she was told it was easier to make payment... (6 pages)View decision -
Decision Reference DRN-4353539
27 Sep 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4353539 The complaint Mr H has complained Monzo Bank Ltd added a marker against his name onto the industry fraud database, CIFAS, and closed his account. What happened Monzo closed Mr H’s bank account in December 2022 after it had been open a couple of months. Mr H tried to open accoun... (2 pages)View decision
