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-4605541
6 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4605541 The complaint Miss W has complained that Monzo Bank Ltd registered a marker against her at CIFAS, the national fraud database. What happened In 2021, Miss W received the proceeds of fraud into her Monzo account. The money was then quickly sent onto other accounts using her mobi... (3 pages)View decision -
Decision Reference DRN-4428808
6 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4428808 The complaint Mr D complains about Monzo Bank Ltd’s handling of his chargeback dispute about the non- delivery of his purchase of a pair of running shoes. What happened In September 2022 Mr D purchased some running shoes online, and paid £72.57 for them with his Monzo Bank debi... (3 pages)View decision -
Decision Reference DRN-4601694
6 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4601694 The complaint Ms A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost after falling victim to a scam. What happened Ms A says she was contacted via a social media app by someone posing as a recruitment agent. Ms A was offered a role working for a large well... (5 pages)View decision -
Decision Reference DRN-4321521
5 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4321521 The complaint Mr T complains that Monzo Bank Ltd did not refund a series of payments he lost as part of a scam. What happened Mr T had made a series of investments through his account with a third-party bank from November 2020 onwards. Having invested large sums of money, the c... (3 pages)View decision -
Decision Reference DRN-4332180
4 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4332180 The complaint Miss W complains that Monzo Bank Ltd won’t refund over £18,000 she lost to a bank impersonation scam in December 2022. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Miss W fel... (8 pages)View decision -
Decision Reference DRN-4540877
2 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4540877 The complaint Mr G complains that Monzo Bank Ltd (“Monzo”) failed to refund transactions he didn’t recognise. What happened Mr G noticed two unusual transactions on his Monzo account and notified Monzo about them. The two payments were identical and were made via Apple Pay (AP)... (3 pages)View decision -
Decision Reference DRN-4508104
2 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4508104 The complaint Miss A has complained Monzo Bank Ltd added a fraud-related marker in her name to the industry fraud database, CIFAS. What happened In January 2021 Monzo closed Miss A’s account. They’d been made aware her account had received funds that weren’t hers in the amounts... (3 pages)View decision -
Decision Reference DRN-4573841
2 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4573841 The complaint Miss C complains that Monzo Bank Ltd hasn’t refunded her after she fell victim to a scam. What happened The circumstances of this complaint are well-known to all parties, so I’ll only provide a summary of key events here. Miss C fell victim to a job scam. She was ... (3 pages)View decision -
Decision Reference DRN-4584019
1 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4584019 The complaint Miss A complains 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 all in detail here. But in summ... (3 pages)View decision -
Decision Reference DRN-4580298
31 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4580298 The complaint Miss G complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in a safe account scam. What happened What Miss G says: On 15 August 2023, Miss G was called by a person claiming to be from Monzo. She said someone had her bank account details and was tryin... (4 pages)View decision
