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-4199818
12 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4199818 The complaint Miss B complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. Miss B is being represented by a third party. To keep things simple, I will refer to Miss B throughout my decision. What happened The background of ... (3 pages)View decision -
Decision Reference DRN-4436256
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4436256 The complaint Mr A complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to a scam. What happened Mr A sent two faster payments – one for £80 the next for £600 – to purchase an iPhone through Facebook Marketplace. Mr A didn’t realise at the time, but he’d fall... (4 pages)View decision -
Decision Reference DRN-4275831
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4275831 The complaint Mrs B complains that Monzo Bank Ltd won’t refund money she lost when she fell victim to two investments scams in October 2022. Mrs B is being represented by solicitors in her complaint. What happened The detailed background to this complaint is well known to both ... (3 pages)View decision -
Decision Reference DRN-4459761
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4459761 The complaint Ms J complains Monzo Bank Ltd didn’t do enough to protect her when she was the victim of an investment scam. What happened Ms J opened a current account with Monzo in 2018. Ms J says she didn’t use the account frequently between 2018 and 2022, and when she did the... (6 pages)View decision -
Decision Reference DRN-4551320
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4551320 The complaint Ms P complains that Monzo Bank Ltd won’t refund £60 she says wasn’t dispensed by an ATM. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat them all again here in detail. But I will provide an overview of events bel... (3 pages)View decision -
Decision Reference DRN-4398154
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4398154 The complaint Ms S complains that Monzo Bank Ltd (“Monzo”) won’t refund over £27,000 she 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, Ms S was the victim of a job task scam after b... (3 pages)View decision -
Decision Reference DRN-4532846
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4532846 The complaint Mr D and Mrs T complain that Monzo Bank Ltd won’t refund £160 they say wasn’t dispensed by an ATM. As the transaction was attempted by Mrs T, for ease, I’ll refer to her in this decision. What happened The circumstances of this complaint are well known to both par... (3 pages)View decision -
Decision Reference DRN-4535919
10 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4535919 The complaint Mrs L has complained that Monzo Bank Ltd won’t refund a transaction she says she didn’t make or otherwise authorise. What happened Mrs L received around £7,000 from an account in her parent’s name. A couple of weeks later, around £6,700 was transferred to a differ... (3 pages)View decision -
Decision Reference DRN-4540061
10 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4540061 The complaint Mr M has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In spring 2023, Mr M was selling an item online. A scammer pretended to be a buyer. They emailed Mr M a link to provide his card details, saying it... (2 pages)View decision -
Decision Reference DRN-4453500
10 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4453500 The complaint Mr D complains that Monzo Bank Ltd unfairly recorded adverse information on his credit file. He wants this removed and compensation for the distress, depression and upset this has caused him. What happened Mr D says that in June 2022 he unexpectedly went into an u... (2 pages)View decision
