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
-
Decision Reference DRN-3786215
31 Mar 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3786215 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) declined to refund him two payments totalling approximately £3,000 that he lost as the result of a scam. What happened The circumstances of the complaint are well known to both parties, so I will not go into every detai... (4 pages)View decision -
Decision Reference DRN-4057402
31 Mar 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4057402 The complaint Miss W is unhappy because Monzo Bank Ltd (‘Monzo’) declined to refund £348.17 which she lost as the result of a third-party scam. What happened I issued a provisional decision in November 2022 to explain why I thought Miss W’s complaint should not be upheld. And I... (4 pages)View decision -
Decision Reference DRN-3898900
31 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3898900 The complaint Miss O is unhappy that Monzo Bank Ltd (“Monzo”) will not refund the money she lost after paying for an item she did not receive. What happened Miss O was looking for a wearable activity tracker online when she found the profile of someone selling one on a selling ... (4 pages)View decision -
Decision Reference DRN-3978256
30 Mar 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3978256 The complaint Ms O complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. Ms O is being represented by a third party. To keep things simple, I will refer to Ms O throughout my decision. What happened The background of this c... (2 pages)View decision -
Decision Reference DRN-4031438
29 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4031438 The complaint Ms O is unhappy with the way Monzo Bank Ltd (‘Monzo’) handled her claim for a refund of a payment she made using her Monzo debit card. What happened In January 2022, Ms O paid a business I’ll call ‘B’ £2,943.36 to have bariatric surgery overseas. She used her Monz... (7 pages)View decision -
Decision Reference DRN-4042389
29 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4042389 The complaint Mr T complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In June 2021, Mr T received a phone call from someone claiming to be from the fraud team of another bank he had an account with. The caller told him f... (4 pages)View decision -
Decision Reference DRN-4054470
29 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4054470 The complaint Mr H is unhappy that Monzo Bank Ltd won’t refund a transaction on his account he says he didn’t authorise. What happened In April 2022, Mr H received a call from someone pretending to be Monzo. He was told there was a pending transaction on his account, and they n... (4 pages)View decision -
Decision Reference DRN-4048965
27 Mar 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4048965 The complaint Miss B complains that Monzo Bank Ltd won’t reimburse the money that’s been lost to a scam. What’s happened? Miss B says that her mother, who I’ll refer to as ‘M’, asked her to pay a bill for another family member and promised to pay her back. Miss B made the reque... (2 pages)View decision -
Decision Reference DRN-3968265
24 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3968265 The complaint Miss G is unhappy that Monzo Bank Ltd won’t refund the money she lost after she fell victim to a 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 on the submissions of both pa... (4 pages)View decision -
Decision Reference DRN-3941220
23 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3941220 The complaint Mr D complains that Monzo Bank Ltd unfairly declined his application to open an account with it and wouldn’t tell him why. What happened Mr D applied for an account with Monzo in August 2022, however this was declined. Mr D asked Monzo to review this and wanted to... (2 pages)View decision
