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-3669263
25 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3669263 The complaint Ms G is unhappy that Monzo Bank Ltd won’t refund payments 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 decis... (3 pages)View decision -
Decision Reference DRN-3918215
20 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3918215 The complaint Ms K complains that her bank Monzo Bank Ltd (“Monzo”) has refused to refund the money she has lost following her 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 su... (3 pages)View decision -
Decision Reference DRN-3916001
20 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3916001 The complaint Mr V complains about Monzo Bank Ltd’s actions when withholding funds following a transfer request. What happened Mr V held an account with Monzo. In November 2021, Mr V wanted to transfer around £360,000 from his Monzo account to a brokerage account in relation to... (3 pages)View decision -
Decision Reference DRN-3746420
20 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3746420 Complaint Mr H is unhappy that Monzo Bank Ltd (“Monzo”) recorded a fraud prevention marker against him. Background In January 2022, Mr H’s account received two credits of £75, a credit of £100, a credit of £85 and two further credits of £80. The funds were transferred on to oth... (3 pages)View decision -
Decision Reference DRN-3850177
19 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3850177 The complaint Mr J complains that Monzo Bank Ltd added a marker about him at CIFAS, the national fraud database, when it closed his account. What happened Monzo Bank has shown that it received a report that funds paid into Mr J’s account in June 2021 had been fraudulently obtai... (3 pages)View decision -
Decision Reference DRN-3672800
19 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3672800 The complaint Mr O complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded a payment he says he didn’t make or otherwise authorise. What happened Mr O says that on 13 and 14 March 2022 he received two calls from individuals who said they were from Monzo but he now knows were sc... (3 pages)View decision -
Decision Reference DRN-3580942
17 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3580942 The complaint and what happened Mr G complains Monzo Bank Ltd won’t reimburse money lost when he fell victim to an investment scam. Our investigator upheld Mr G’s complaint. He was satisfied Monzo ought to have intervened in the first payment made as part of the scam, as it was... (2 pages)View decision -
Decision Reference DRN-3904467
17 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3904467 The complaint Mr D complains that Monzo Bank Ltd won’t refund the money he lost when he fell victim to a bank impersonation scam. What happened On 21 March 2022, Mr D received a phone call from someone pretending to be from Monzo. He’s provided a screenshot showing the call on ... (3 pages)View decision -
Decision Reference DRN-3854365
13 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3854365 The complaint Miss J complains Monzo Bank Ltd (“Monzo”), didn’t reimburse the money she lost when she was the victim of an ‘authorised push payment’ (“APP”) purchase scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all her... (5 pages)View decision -
Decision Reference DRN-3735592
12 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3735592 The complaint Miss B complains that Monzo Bank Ltd won’t refund payments she says she didn’t authorise. What happened Miss B says that in May and June 2022 fraudulent transactions totalling over £3,000 were made from her current account to various businesses in the United State... (2 pages)View decision
