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-4530211
26 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4530211 The complaint Mr S complains Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In June 2022, Mr S came across an article online which said a well-known television personality had made a significant amount of money investing in cryptoc... (5 pages)View decision -
Decision Reference DRN-4375878
26 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4375878 The complaint Mr J 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 details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will foc... (2 pages)View decision -
Decision Reference DRN-4582939
26 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4582939 The complaint Mrs C is unhappy that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened I issued my provisional decision on this complaint on 10 January 2024. The background and circumstances of the ... (8 pages)View decision -
Decision Reference DRN-4583629
26 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4583629 The complaint Mr N complains that Monzo Bank Ltd (‘Monzo’) won’t refund him the money he lost when he fell victim to a scam. What happened Mr N fell victim to a task-based employment scam in April 2023. Mr N says that he was looking for work and had sent his details to various ... (5 pages)View decision -
Decision Reference DRN-4566372
26 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4566372 The complaint Mr T complains that Monzo Bank Ltd (“Monzo”) is holding him responsible for an ATM withdrawal which he says he didn’t authorise, and that it’s unfairly closed his account. What happened The background to this complaint is well known to both parties, so I won’t rep... (2 pages)View decision -
Decision Reference DRN-4473410
25 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4473410 The complaint Mr A complains that Monzo Bank Ltd won’t refund over £12,000 he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr A fell victim to a fake job scam after he was contacte... (3 pages)View decision -
Decision Reference DRN-4266863
25 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4266863 The complaint Mr R complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr R joined a popul... (4 pages)View decision -
Decision Reference DRN-4524584
24 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4524584 The complaint Mr K complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a job scam. What happened Mr K, who has a representative, has an account with Monzo Bank and an account elsewhere. Mr K says he was looking for work when he received a message fro... (5 pages)View decision -
Decision Reference DRN-4541448
24 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4541448 The complaint Mr T has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr T was told by Monzo that they were closing his account as they believed he was acting against the terms and conditions. Th... (2 pages)View decision -
Decision Reference DRN-4521998
24 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4521998 The complaint Mr P has complained Monzo Bank Ltd didn’t cancel recurring transactions on his account as he requested in June 2022. What happened As Mr P was going into prison, he asked Monzo to cancel payments from his account whilst he was away. He also wanted them to assist i... (2 pages)View decision
