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-3957626
3 Mar 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3957626 The complaint Ms O complains that Monzo Bank Ltd declined to raise a chargeback for her purchase of some wigs. What happened In June 2022 Ms O ordered five wigs and paid for them with her Monzo Bank debit card. She says that when they arrived, two of them were not what she had ... (2 pages)View decision -
Decision Reference DRN-4000731
3 Mar 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4000731 The complaint Mr M complaints that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary,... (4 pages)View decision -
Decision Reference DRN-3867101
3 Mar 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3867101 The complaint Mr N complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of 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 summary Mr N’s wife found a ... (2 pages)View decision -
Decision Reference DRN-3716238
2 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3716238 The complaint Miss F complains that Monzo Bank Ltd (“Monzo”) won’t refund payments sent from her account which she didn’t make or otherwise authorise. What happened The full details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’... (3 pages)View decision -
Decision Reference DRN-3773675
2 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3773675 The complaint Mr R and Ms S complain that Monzo Bank Ltd (Monzo) won’t refund the money they lost 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: in 2021, Mr R and Ms S hired a builder to... (3 pages)View decision -
Decision Reference DRN-3861578
24 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3861578 The complaint Mr D has complained that he was able to make gambling transactions through his Monzo Bank Ltd account despite having a gambling block in place. Background Mr D opened a bank account with Monzo in May 2022. In July 2022 he contacted Monzo to say that despite having... (3 pages)View decision -
Decision Reference DRN-3620912
24 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3620912 The complaint Miss S complains that Monzo Bank Ltd has declined to refund the loss she incurred when she fell victim to a property rental scam. What happened In 2022, Miss S was looking for a larger rental property to move to with her family. She found one that looked suitable ... (4 pages)View decision -
Decision Reference DRN-3831603
24 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3831603 The complaint Miss M complains that Monzo hasn’t refunded her after she fell victim to a property rental scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail here. But briefly, both parties accept that Miss M unfortu... (3 pages)View decision -
Decision Reference DRN-3985433
23 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3985433 The complaint Miss P complains that Monzo Bank Ltd (“Monzo”) won’t reimburse a payment sent from her account which she didn’t make or otherwise authorise. What happened The detailed background to this complaint is well known to both parties, so I won’t repeat it again here. Ins... (3 pages)View decision -
Decision Reference DRN-3701971
22 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3701971 The complaint Mr W complains that Monzo Bank Ltd (“Monzo”) won’t reimburse payments sent from his account which he didn’t make or otherwise authorise. What happened The full details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’... (3 pages)View decision
