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-3850832
3 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3850832 The complaint Mr B complained because Monzo Bank Limited refused to refund him for three transactions which he said he didn’t authorise. What happened On 25 April 2022 there was a £1.500 credit to Mr B’s Monzo account, from his bank account elsewhere. The same day,... (4 pages)View decision -
Decision Reference DRN-3878328
3 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3878328 The complaint Mr P is unhappy Monzo Bank Ltd declined his application to open an account with them. What happened In 2021, Mr P applied for an account with Monzo – and it was declined. Monzo didn’t tell Mr P the reasons why they declined his application, but Mr P remembered app... (2 pages)View decision -
Decision Reference DRN-3835694
29 Dec 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3835694 The complaint Mr T complained because Monzo Bank Limited:- - refused to refund him for transactions which he said he didn’t authorise, and - closed his account. What happened Mr T said that on 17 August 2022, he came out of a concert and his wallet was stolen in the crowds. It ... (3 pages)View decision -
Decision Reference DRN-3788138
22 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3788138 The complaint and what happened Miss C complains that Monzo Bank Ltd won’t fully reimburse her loss of £14,546.21 when she fell victim to a bank impersonation scam. Miss C made four card payments (£8,500) and three faster payments to the scammer (£6,046.21). Monzo recovered £6,... (2 pages)View decision -
Decision Reference DRN-3763214
22 Dec 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3763214 The complaint Miss N complains Monzo Bank Ltd won’t refund her for transactions made using her card. What happened Miss N contacted Monzo, on 19 July 2022, to report a payment at Victoria Coach Station as one she didn’t recognise. Miss N raised a further transactions as fraud o... (2 pages)View decision -
Decision Reference DRN-3870355
21 Dec 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3870355 The complaint Miss P complains that Monzo Bank Ltd won’t refund her the money she lost when she fell victim to a purchase scam. What happened Both sides are aware of the circumstances of the complaint. But I will begin by briefly summarising what happened. Miss P holds a curren... (5 pages)View decision -
Decision Reference DRN-3683943
21 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3683943 The complaint Mr L is unhappy Monzo Bank Ltd won’t refund transactions he didn’t make. What happened Mr L received a message from his mum asking him to follow a link – she thought this would allow him to receive a payment for something she was selling on Gumtree. Mr L did thi... (2 pages)View decision -
Decision Reference DRN-3683860
16 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3683860 The complaint Miss I is unhappy that Monzo Bank Ltd won’t refund a transaction she didn’t make. What happened On 21 January 2022, Miss I was contacted by someone pretending to be from Lloyds’ fraud team. They said her account was being compromised. When Miss I said there wasn’... (2 pages)View decision -
Decision Reference DRN-3692645
16 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3692645 The complaint Mr H is unhappy Monzo Bank Ltd won’t refund the money he lost as the result of a scam. What happened As I understand it, Mr H initially came across a cryptocurrency trader I will refer to as C – around September 2020. He made a number of payments - initially from ... (6 pages)View decision -
Decision Reference DRN-3813797
15 Dec 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3813797 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) won’t refund transactions of £1,196 made from his account that he says he didn’t authorise. What happened Mr S says he received a phone call from someone on a withheld number on 30 January 2022 claiming to be from Monzo... (3 pages)View decision
