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 1858 results
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Decision Reference DRN-4114328
26 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4114328 The complaint Miss R has complained that Monzo Bank Ltd didn’t do enough to protect her from fraud and hasn’t provided her with an acceptable level of compensation. What happened Both sides are familiar with the case, so I’ll summarise things in brief. On 15 May 2022 Miss R ope... (3 pages)View decision -
Decision Reference DRN-4152703
25 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4152703 The complaint Mr B is unhappy that Monzo Bank Ltd won’t refund him for transactions which he says he didn’t make or authorise. What happened On 22 September 2021, two transactions of £2,965 and £499 were debited from Mr B’s current account. Mr B contacted Monzo straightaway to ... (4 pages)View decision -
Decision Reference DRN-4110501
23 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4110501 The complaint Mr H complains that Monzo Bank Ltd will not refund money that’s been debited from his account. What happened On 27 September 2022, a payment of £4,155 was made from Mr H’s account to a new payee. The next day, Mr H contacted Monzo and said he hadn’t made the trans... (3 pages)View decision -
Decision Reference DRN-4144857
23 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4144857 The complaint Mr A complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost after falling victim to a scam. What happened In 2022, someone added Mr A as a friend via an instant messaging app. Mr A says that he didn’t know the person who added him but says they had ove... (3 pages)View decision -
Decision Reference DRN-4141010
18 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4141010 The complaint Mr S has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened Both sides are most familiar with the case, so I’ll summarise what happened in brief. In March 2022, Mr S entered his debit card details into a leg... (3 pages)View decision -
Decision Reference DRN-3819272
18 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3819272 The complaint Mr H has complained that Monzo Bank Limited unreasonably refused to refund him £4,477 that was taken from his bank account without his authority or permission. What happened On 6 April 2022 Mr H said he was contacted by someone who said they were from Monzo who sa... (3 pages)View decision -
Decision Reference DRN-3833682
17 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3833682 The complaint Mrs H is unhappy that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: In May 2020 Mrs... (5 pages)View decision -
Decision Reference DRN-4002983
17 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4002983 The complaint Mr S has complained about the way Monzo Bank Ltd facilitates its international payments via a third party company. What happened Mr S had problems making an international payment. Monzo initially said the transaction had been successful when it had in fact failed ... (2 pages)View decision -
Decision Reference DRN-3975044
16 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3975044 The complaint Mr B complains that Monzo Bank Ltd closed his account and unfairly registered a CIFAS marker against him. CIFAS is the UK’s fraud alert service. Mr B is also unhappy about the service Monzo provided him when it investigated fraudulent activity on his account. He w... (4 pages)View decision -
Decision Reference DRN-4131509
16 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4131509 The complaint Mr C complains that Monzo Bank Ltd (Monzo) won’t refund the money he lost to what he now believes was a scam. What happened The details of this complaint are well known to both parties. But, to briefly recap, Mr C was searching for perfume online and came across a... (3 pages)View decision
