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 2131 results
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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 -
Decision Reference DRN-4593044
31 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4593044 The complaint Mr C complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost in a scam. What happened Mr C says he and his wife had recently paid around £1,000 to have their car repaired and had found out they were having a third child, which meant their existing c... (4 pages)View decision -
Decision Reference DRN-4592915
31 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4592915 The complaint Mr T complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded him the money he lost in a scam. What happened Mr T is represented in this case but for ease I’ll refer to Mr T throughout my decision. Mr T says that a colleague at work who he’d known for a few months ... (5 pages)View decision -
Decision Reference DRN-4544197
31 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4544197 The complaint Mr R complains that Monzo Bank Ltd (“Monzo”) allowed payments to be taken from his account despite saying it had blocked them. This resulted in Mr R’s account going into unarranged overdraft. What happened Mr R held an account with Monzo. Mr R approved a continui... (3 pages)View decision -
Decision Reference DRN-4447060
30 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4447060 The complaint Ms M complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (6 pages)View decision -
Decision Reference DRN-4556318
30 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4556318 The complaint Miss V complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost after falling victim to a scam. What happened In July 2023, Miss V was trying to book her practical driving test. She wanted an earlier test date than was available through the DVLA sit... (3 pages)View decision -
Decision Reference DRN-4544163
29 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4544163 The complaint Mrs M complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in a scam. What happened What Mrs M says: Mrs M found a company advertising on a booking website. Mrs M contacted them and had regular contact. She confirmed the dates of the booking on WhatsA... (4 pages)View decision -
Decision Reference DRN-4581602
29 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4581602 The complaint Mr S complains that Monzo Bank Ltd (Monzo) won’t refund the money he paid for an item he didn’t receive. Mr S 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... (5 pages)View decision -
Decision Reference DRN-4475702
29 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4475702 The complaint Mr D complains that Monzo Bank Ltd has prevented him from having access to his own account with them. What happened Mr D has had his Monzo account open for several years with a positive balance. Monzo blocked access to Mr D’s account when he didn’t complete a Cust... (3 pages)View decision
