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-3742904
30 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3742904 The complaint Mr F complains that Monzo Bank Ltd has declined to refund the losses he suffered when he attempted to rent a property in 2022. What happened Mr F holds an account with Monzo. In 2022, Mr F’s previous tenancy was ending, and he was looking to rent a new property. H... (4 pages)View decision -
Decision Reference DRN-3822747
30 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3822747 The complaint Miss F complains that Monzo Bank Ltd hasn’t refunded her for money she lost when she fell victim to a scam. Miss F brings her complaint with the aid of professional representation, but for clarity in what follows I will refer throughout just to Miss F. What happen... (4 pages)View decision -
Decision Reference DRN-3927121
30 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3927121 The complaint Mrs S complains about Monzo Bank Ltd. She says that Monzo didn’t do enough to protect her when she became the victim of a scam and would like Monzo to refund her the money she has lost as a result. What happened Mrs S was looking online for investment and came acr... (5 pages)View decision -
Decision Reference DRN-3813676
29 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3813676 The complaint Mr R complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like Monzo to refund him the money he has lost as a result of the scam. What happened On 12 February 2022, Mr R saw a notification... (3 pages)View decision -
Decision Reference DRN-4066027
29 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4066027 The complaint Mr A is unhappy Monzo Bank Ltd will not refund the money he lost as the result of an investment scam. Mr A’s complaint has been brought by a representative, for ease of reading I will refer solely to Mr A in this decision. What happened All the details are well kn... (4 pages)View decision -
Decision Reference DRN-4121632
29 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4121632 The complaint Mr H complains Monzo Bank Ltd hasn’t refunded transactions he’s disputed. He’s also unhappy about its poor customer service. What happened Mr H had an account with Monzo Bank. Monzo Bank took the decision to close his account after the transactions Mr H has disput... (2 pages)View decision -
Decision Reference DRN-4042990
29 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4042990 The complaint Mr D complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost, after he fell victim to an ‘authorised push payment’ (“APP”) scam. Mr D in bringing his complaint to our service is being represented. For ease, I’ll refer to Mr D throughout, even where the ... (6 pages)View decision -
Decision Reference DRN-3922402
29 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3922402 The complaint Mr P complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse him the money he lost after he fell victim to an ‘authorised push payment’ (“APP”) scam. In bringing his complaint to this service, Mr P is being represented. For ease, I will refer to Mr P throughout my... (6 pages)View decision -
Decision Reference DRN-4215059
29 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4215059 The complaint Miss Y is unhappy that Monzo Bank Ltd won’t refund the money she lost after she fell victim to a scam. What happened I issued my provisional decision on this complaint on 31 May 2023. The background and circumstances of the case and the reasons why I was minded to... (6 pages)View decision -
Decision Reference DRN-3979971
28 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3979971 The complaint Miss K says Monzo Bank Ltd (“Monzo”), didn’t do enough to help when she fell victim to a an ‘authorised push payment’ (“APP”) investment scam. She says Monzo should reimburse her for the money she lost. What happened As both parties are familiar with the circumsta... (6 pages)View decision
