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
-
Decision Reference DRN-4426901
13 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4426901 The complaint Mr U complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like Monzo to refund him the money he has lost as a result. What happened In November 2022, Mr U received a WhatsApp message offer... (3 pages)View decision -
Decision Reference DRN-4071858
13 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4071858 The complaint Mr G complains Monzo Bank Ltd has refused to refund gambling transactions debited from his account while he had a gambling block turned on. What happened Mr G has a current account with Monzo, and in late June 2022 he turned on the gambling block for his account. ... (3 pages)View decision -
Decision Reference DRN-4104128
13 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4104128 The complaint Miss V complains that Monzo Bank Ltd didn’t treat her fairly when she fell victim to an investment scam in 2021. What happened In early July 2021, Miss V started chatting with someone she’d met on a dating site (I’ll refer to this individual as S). Over the course... (6 pages)View decision -
Decision Reference DRN-4474523
13 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4474523 The complaint Mr A has complained that Monzo Bank Ltd registered a marker against him at CIFAS, the national fraud database. What happened In spring 2022, Mr A received over £3,000 into his Monzo account. It came from a victim of crime who’d been defrauded into paying Mr A. Mr ... (2 pages)View decision -
Decision Reference DRN-4238242
13 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4238242 The complaint Mr R complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to a cryptocurrency investment scam. What happened The background to this complaint is well-known to both parties. I’ve discussed the merits of the complaint and the outcome with Mr R and ... (5 pages)View decision -
Decision Reference DRN-4176120
11 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4176120 The complaint Ms C through a representative complains that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. In November 2021 Ms C... (3 pages)View decision -
Decision Reference DRN-4359384
11 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4359384 The complaint Mr F complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well kno... (4 pages)View decision -
Decision Reference DRN-3710998
11 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3710998 Complaint Mr S is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background The background to this case is well known to both parties so I don’t intend to repeat it in full here. I’ll summarise the facts briefly. In April 2021, Mr S fell victim... (2 pages)View decision -
Decision Reference DRN-4447025
8 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4447025 The complaint Miss S has complained about the way Monzo Bank Ltd treated her following a disputed transaction claim and that it hasn’t provided her with an acceptable level of compensation. What happened Both sides are familiar with the case, so I’ll summarise things in brief. ... (3 pages)View decision -
Decision Reference DRN-4504132
8 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4504132 The complaint Mr S complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In April 2022, Mr S says he received a message via an instant messaging service from a number he’d never had any contact from before. The message appe... (2 pages)View decision
