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-4250878
18 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4250878 The complaint Mr M complained because Monzo Bank Limited refused to refund him for payments from his account, which he said he hadn’t authorised. What happened On 1 June 2022, a payment of £1.04 debited Mr M’s Monzo account, followed immediately by another for £24.26. There wer... (4 pages)View decision -
Decision Reference DRN-3808004
17 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3808004 The complaint Mr O has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In summer 2021, Mr O was looking to invest and found some cryptocurrency websites, who offered 25% returns over four days. He felt they were genuin... (4 pages)View decision -
Decision Reference DRN-3719388
14 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3719388 The complaint Ms G complains that Monzo Bank Ltd (’Monzo’) won’t refund money she lost as a result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In summary... (4 pages)View decision -
Decision Reference DRN-3744786
13 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3744786 The complaint Mrs H is unhappy that Monzo Bank Ltd won’t refund her money she lost as a result of fraud. What happened As both parties are familiar with the circumstances of this complaint, I have summarised them briefly below. Mrs H was previously victim of a separate investme... (5 pages)View decision -
Decision Reference DRN-4188418
11 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4188418 The complaint Mr H complains that Monzo Bank Ltd won’t refund payments he says he didn’t make from his account. What happened Mr H disputes over 200 online card payments from his account that come to more than £17,000. He says that Monzo Bank didn’t investigate what happened an... (3 pages)View decision -
Decision Reference DRN-4180151
6 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4180151 The complaint Mr B complains that Monzo Bank Ltd added a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr B says he has been the victim with his account being taken over. He says he wasn’t involved in receiving any fraudulent funds and ... (3 pages)View decision -
Decision Reference DRN-4222486
6 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4222486 The complaint Ms G complains that Monzo Bank Ltd (“Monzo”) refuses to refund her losses after she fell victim to a scam. What happened Ms G says she is part of an online community of sorts, with likeminded individuals on a social networking platform which I’ll call ‘F’. On 17 D... (4 pages)View decision -
Decision Reference DRN-4083787
5 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4083787 The complaint Miss E complains about Monzo Bank Ltd. She says that Monzo didn’t do enough to prevent her from becoming the victim of a scam and would like Monzo to refund her the money she has lost as a result. What happened Miss E was sent an Instagram message from a trusted f... (4 pages)View decision -
Decision Reference DRN-4215794
1 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4215794 The complaint Mr F complained that Monzo Bank Limited: - blocked his card after he reported fraudulent transactions on his account; and - tried to charge him £50 for a new metal card. What happened On 23 November 2022, Mr F contacted Monzo by chat. He disputed several £7.99 tra... (4 pages)View decision -
Decision Reference DRN-4108381
30 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4108381 The complaint Mr D holds a current account with Monzo Bank Ltd (Monzo). He was the victim of fraud. The fraudsters contacted him by text and phone and persuaded him to transfer around £9,700 to them from his Monzo account. Mr D thinks that Monzo failed to protect him from the f... (4 pages)View decision
