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-4021436
14 Mar 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4021436 The complaint Ms M complains that Monzo Bank Ltd (Monzo) has refused to refund her the amount she lost as the result of a scam. What happened In my provisional decision sent 24 February 2023 I explained that I didn’t think this complaint should be upheld. I said: ‘The circumsta... (3 pages)View decision -
Decision Reference DRN-3956661
14 Mar 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3956661 The complaint Mr M complains that Monzo Bank Ltd blocked his account and asked him to provide information about activity on his account. Mr M also complains that Monzo returned a benefit payment back to source which caused him unnecessary inconvenience and worry for which he sh... (4 pages)View decision -
Decision Reference DRN-3759021
14 Mar 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3759021 The complaint and background Mr N complains that Monzo Bank Ltd (‘Monzo’) will not refund payments he made to an investment scam. For the purposes of this decision, all reference to Mr N includes his representative. In early 2021, Mr N was contacted by a representative of what ... (4 pages)View decision -
Decision Reference DRN-3901295
13 Mar 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3901295 The complaint Mrs A complains that Monzo Bank Ltd didn’t treat her fairly when she requested a refund of a payment made with her debit card. What happened Mrs A bought a property in an online auction in August 2021. She paid an amount of £8,120 to the auction house on 28 August... (3 pages)View decision -
Decision Reference DRN-4007771
10 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4007771 The complaint Mr and Mrs S complain that Monzo Bank Ltd (Monzo) won’t refund all the money they lost when they fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them all again here. But briefly: a colleague of M... (4 pages)View decision -
Decision Reference DRN-3661965
10 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3661965 The complaint Miss W complains Monzo Bank Ltd didn’t reimburse the money she lost when she was the victim of a scam. What happened Miss W holds a current account with Monzo. In 2020 she tried to arrange three holidays through a travel agent. The agent offered holiday bookings a... (4 pages)View decision -
Decision Reference DRN-3768280
10 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3768280 The complaint Miss S complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of what she feels was a scam. What happened Miss S works in the fashion industry and, in March 2021, she was approached by a designer she had met a few times through work ... (4 pages)View decision -
Decision Reference DRN-3921664
10 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3921664 The complaint Mr N complains that Monzo Bank Ltd (“Monzo”) have unfairly refused to refund money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. In summary, Mr N’s wif... (3 pages)View decision -
Decision Reference DRN-3840763
10 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3840763 Complaint Miss L is unhappy that Monzo Bank Ltd won’t reimburse her after she fell victim to a scam. Background In May 2022, Miss L was looking into the possibility of leasing a car. She found a page on a social media platform for a company that purported to arrange leases for ... (3 pages)View decision -
Decision Reference DRN-3824485
6 Mar 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3824485 The complaint Mr H complains that Monzo Bank Ltd (‘Monzo’) won’t refund transactions he says were unauthorised and with its decision to close his account and hold him liable for an overdraft. What happened Mr H says he is the victim of identity theft and that unauthorised trans... (3 pages)View decision
