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-4037097
20 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4037097 The complaint Mr C complains that Monzo Bank Ltd (Monzo) has refused to refund the money he has lost following him falling victim to a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The backgro... (3 pages)View decision -
Decision Reference DRN-3961871
20 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3961871 The complaint Mr F complains that Monzo Bank Ltd provided a poor level of service when he claimed for funds that had been deposited into his closed account. What happened Mr F contacted Monzo around October last year, after funds from a refund were sent to his closed account. M... (2 pages)View decision -
Decision Reference DRN-4160594
19 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4160594 The complaint Mr U complains that Monzo Bank Ltd won’t refund the money he lost after he 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 here, But briefly, and based... (3 pages)View decision -
Decision Reference DRN-3875992
15 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3875992 The complaint Miss B complains that Monzo Bank Ltd won’t reimburse her the money she lost when she fell victim to an investment scam. What happened Miss B saw some posts on a well-known social media website, promoting a trading investment and including messages that appeared to... (4 pages)View decision -
Decision Reference DRN-3944781
15 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3944781 The complaint Mr A complains that Monzo Bank Ltd hasn’t fully refunded him for the money he lost when he fell victim to a cryptocurrency investment scam. Mr A brings his complaint with the assistance of a professional representative, meaning some submissions were made on his be... (5 pages)View decision -
Decision Reference DRN-4190081
14 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4190081 The complaint Mr G complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost in a scam. What happened Mr G is represented in this case but to make things clearer I’ll refer to Mr G throughout this decision. Mr G says that a friend of his recommended an airline I’ll... (5 pages)View decision -
Decision Reference DRN-4139827
14 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4139827 The complaint Mrs S is unhappy that Monzo Bank Ltd won’t refund the money she’s lost to a scam. What’s happened? In January 2022, Mrs S applied for a £2,500 loan from a company I’ll refer to as ‘F’. F approved Mrs S’ loan application, and she went on to make the following payme... (3 pages)View decision -
Decision Reference DRN-3949631
14 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3949631 The complaint Mr L complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost after falling victim to a scam. What happened In 2022, Mr L posted an advert online looking for someone local to do some maintenance work on his home. Mr L says he had three responses, which i... (4 pages)View decision -
Decision Reference DRN-4185537
13 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4185537 The complaint Mr K complains that Monzo Bank Ltd won’t refund him the money he lost when he was the victim of a scam. What happened In August 2022, Mr K was looking to renew his car insurance. He wasn’t happy with any of the quotes he found online, but he then received a phone ... (4 pages)View decision -
Decision Reference DRN-3903965
9 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3903965 The complaint Mr P says Monzo Bank Ltd (“Monzo”), didn’t do enough to help when he fell victim to a cryptocurrency investment scam. He says Monzo should reimburse him for the money he lost. What happened The details of this case have been clearly set out by our Investigator. As... (6 pages)View decision
