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-3820727
11 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3820727 The complaint Mr Q complains Monzo Bank Ltd won’t refund him for a payment he didn’t make. What happened Mr Q went on holiday and on the way back his card was used without his authorisation. Mr Q raised this fraud with Monzo, and it refunded the payment temporarily. Monzo carri... (3 pages)View decision -
Decision Reference DRN-3943165
6 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3943165 The complaint Miss T complains that Monzo Bank Ltd won’t refund money she lost when she fell victim to a scam. What happened The details of this complaint are well known to both parties. So rather than repeat them all again here, I’ll briefly summarise the key points. Miss T wa... (3 pages)View decision -
Decision Reference DRN-3860751
5 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3860751 The complaint Mr A complains that he tried to send money through Monzo Bank Ltd, but it did not arrive. What happened Mr A says that he transferred £250 to the wrong account and Monzo has not helped him to retrieve the money. Monzo says Mr A sent money to the wrong account due ... (2 pages)View decision -
Decision Reference DRN-4034276
5 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4034276 The complaint Mr A complains that Monzo Bank Ltd registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr A says he had no knowledge of any fraudulent use of his account in March 2021. He found out about the CIFAS marker when appli... (4 pages)View decision -
Decision Reference DRN-4066338
5 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4066338 The complaint Mr M complains that Monzo Bank Ltd (“Monzo”) has failed to refund over £7,200 he lost as part of an investment scam. What happened Mr M says he fell victim to an investment scam with a fraudulent trader “Ironbits” in April 2021. He received a cold call from the sc... (3 pages)View decision -
Decision Reference DRN-3825170
4 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3825170 The complaint Miss G is unhappy Monzo Bank Ltd won’t refund a transaction she didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my dec... (2 pages)View decision -
Decision Reference DRN-4062722
4 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4062722 The complaint Ms I complains that Monzo Bank Ltd (“Monzo”) have unfairly refused to refund over £5,000 she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will pr... (2 pages)View decision -
Decision Reference DRN-3963621
3 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3963621 The complaint Ms P is unhappy as Monzo Bank Ltd have declined to reimburse her for transactions she made as a result of a third-party scam. What happened The circumstances to this complaint are well known to both parties, but briefly: Ms P came across a cryptocurrency trader - ... (5 pages)View decision -
Decision Reference DRN-3859496
3 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3859496 The complaint Ms S complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost in a scam. What happened Ms S is represented in this case but for ease I’ll refer to Ms S throughout my decision. Ms S says that a friend of hers told her about a platform I’ll refer to i... (4 pages)View decision -
Decision Reference DRN-4060793
31 Mar 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4060793 The complaint Mr O complains that Monzo Bank Ltd (“Monzo”) won’t refund him multiple payments made from his current account as the result of a scam. What happened In August 2020, Mr O was involved in a scam. He was persuaded to send £35,000 from his Monzo account to someone who... (3 pages)View decision
