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 2129 results
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Decision Reference DRN-4593678
14 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4593678 The complaint Mr S is unhappy that Monzo Bank Ltd will not refund the money he lost as the result of a scam. Mr S has brought his complaint through a representative, I will refer solely to Mr S in this decision for ease of reading. What happened Both parties are familiar with t... (3 pages)View decision -
Decision Reference DRN-4501359
14 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4501359 The complaint Miss E complains that Monzo Bank Ltd won’t reimburse her the money she transferred to a fraudster. Miss E is represented by her father in bringing this complaint. But for ease of reading, I’ll refer to any submissions and comments made as being made by Miss E hers... (4 pages)View decision -
Decision Reference DRN-4619993
13 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4619993 The complaint Mr I complains that Monzo Bank Ltd processed a payment request incorrectly and they were unable to retrieve all of the funds sent to the wrong account. What happened Mr I attempted to transfer £3,000 into an account, however, he entered a nine digit account number... (4 pages)View decision -
Decision Reference DRN-4598113
13 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4598113 The complaint X is complaining that Monzo Bank Ltd are requiring them to complete a verification procedure that they’re unable to complete due to their disabilities. What happened X has an account with Monzo and there are a number of reasonable adjustments in place for the way ... (3 pages)View decision -
Decision Reference DRN-4569818
9 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4569818 The complaint Miss L is unhappy that Monzo Bank Ltd hasn’t reimbursed her the money she lost after she 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 all in detail here. ... (3 pages)View decision -
Decision Reference DRN-4486596
9 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4486596 The complaint Ms B is unhappy that Monzo Bank Ltd won’t refund the money she lost after she 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 ... (3 pages)View decision -
Decision Reference DRN-4441159
8 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4441159 The complaint Mr B complains that Monzo Bank Limited (Monzo) won’t refund the money he lost as a result of a scam. Mr B has used a professional representative to bring this complaint to our service and they have made submissions on his behalf. For consistency, I’ll refer to Mr ... (7 pages)View decision -
Decision Reference DRN-4164301
8 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4164301 The complaint Miss D complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost in a scam. What happened Miss D says that her brother received a call on 7 July 2022 which he now knows followed a fake message from a delivery company. The caller told Miss D’s brother... (4 pages)View decision -
Decision Reference DRN-4591256
7 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4591256 The complaint Mr O has complained that Monzo Bank Ltd won’t refund transactions he says he didn’t make or otherwise authorise. What happened On a night in July 2023, two banks transfers and an online card payment were made from Mr O’s Monzo account, totalling around £3,500. Mr ... (3 pages)View decision -
Decision Reference DRN-4354665
7 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4354665 The complaint Mr S complains that Monzo Bank Ltd have unfairly taken £1,800 from him that was reported as fraudulent. He’d like the funds returned to him. What happened Mr S held an account with Monzo. In January 2023 he transferred in £1,800 from an account he held with an e-m... (3 pages)View decision
