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-3944242
23 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3944242 The complaint Miss F complains that Monzo Bank Ltd won’t refund transactions 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 ... (2 pages)View decision -
Decision Reference DRN-3920585
22 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3920585 The complaint Mr I complains that his bank Monzo Bank Ltd (“Monzo”) has refused to refund the money he has lost following him falling victim to 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 sum... (4 pages)View decision -
Decision Reference DRN-4000312
21 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4000312 The complaint Mr A and Miss G complain Monzo Bank Ltd didn’t treat them fairly when requesting a refund of a payment made with their debit card. Mr A brought the complaint to us so I’ll refer to him throughout. What happened Mr A bought rail tickets using his Monzo Bank joint d... (4 pages)View decision -
Decision Reference DRN-3814089
21 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3814089 The complaint Ms C complains that Monzo Bank Ltd (Monzo) won’t refund the 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.... (3 pages)View decision -
Decision Reference DRN-4025100
21 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4025100 The complaint Mr M is complaining that Monzo Bank Ltd discriminated against him when they declined his overdraft application. What happened Mr M has a current account with Monzo. He lives with particular medical conditions and has been receiving disability benefits since around... (6 pages)View decision -
Decision Reference DRN-4037148
21 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4037148 The complaint Miss E has complained that Monzo Bank Ltd registered a marker against her at CIFAS, the national fraud database. What happened In 2022, Monzo received an official fraud report, saying that a number of transfers Miss E had recently received were the proceeds of fra... (3 pages)View decision -
Decision Reference DRN-4005927
21 Mar 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4005927 The complaint Miss N complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. Miss N is being represented by a third party. To keep things simple, I will refer to Miss N throughout my decision. What happened The background of ... (3 pages)View decision -
Decision Reference DRN-3846383
17 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3846383 The complaint Miss L complains that Monzo Bank Ltd won’t refund the money she lost when she fell victim to a purchase scam. What happened Miss L saw a leather handbag advertised for sale by a seller on Instagram. She explains it was inspired by the shape of a designer brand, bu... (4 pages)View decision -
Decision Reference DRN-4013873
15 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4013873 Complaint Miss M is unhappy that Monzo Bank Ltd won’t reimburse her after she fell victim to an investment scam. Background In November 2021, Miss M fell victim to an investment scam. She was contacted on a social media platform by someone who claimed they could earn her a gene... (3 pages)View decision -
Decision Reference DRN-3835503
15 Mar 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3835503 The complaint Miss H complains that Monzo Bank Ltd won’t refund money she lost through what she now believes was a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will focus on giving the r... (2 pages)View decision
