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-3834446
15 Dec 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3834446 The complaint Mr P has complained that Monzo Bank Ltd didn’t deal fairly with his chargeback request, and provided him with poor customer service. What happened Mr P booked a return flight with a third party, that I will call T. However, he cancelled it, as his trip was no long... (2 pages)View decision -
Decision Reference DRN-3859763
15 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3859763 The complaint Miss T complains that Monzo Bank Ltd won't refund money she lost as a result of a scam. What happened On 24 November 2022 I issued my provisional decision on this complaint. I wanted to give both sides a chance to provide further information before I issued m... (5 pages)View decision -
Decision Reference DRN-3807708
15 Dec 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3807708 The complaint Mr A complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened Mr A received a phone call from someone claiming to be from an investment company. The caller showed Mr A showed the company’s website and discussed p... (3 pages)View decision -
Decision Reference DRN-3749983
14 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3749983 The complaint Mr P is unhappy that Monzo Bank Ltd won’t refund transactions he didn’t make. What happened On 30 December 2021, Mr P received a call from someone pretending to be from Monzo’s fraud team. He said they told him someone was attempting fraud on his account and they... (3 pages)View decision -
Decision Reference DRN-3825658
14 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3825658 The complaint Mr R complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost to an investment scam. What happened In October 2020, Mr R connected with an individual “L” on a dating app. A short while after they started communicating, L suggested they could help Mr R ma... (6 pages)View decision -
Decision Reference DRN-3705626
13 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3705626 The complaint Mr S is unhappy that Monzo Bank Ltd refused to refund him the money he lost after he fell victim to a fraud. In bringing his complaint to this service, Mr S is represented by solicitors. For ease I’ll refer to Mr S in my decision. What happened The background to t... (5 pages)View decision -
Decision Reference DRN-3777325
12 Dec 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3777325 The complaint Mr M complains about Monzo Bank Ltd’s decision to close his account and return the money left in it to the original source. What happened Mr M held an account with Monzo. In June 2021, Monzo received fraud reports from other banks to inform them that Mr M had been... (2 pages)View decision -
Decision Reference DRN-3817971
8 Dec 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3817971 The complaint Mr J complains that Monzo Bank Ltd’s (“Monzo”) allowed him to close pots he had setup which resulted in a significant amount of money being moved around without restriction. Mr J is also unhappy that Monzo wasn’t able to recover a payment for an incorrect amount. ... (3 pages)View decision -
Decision Reference DRN-3536613
7 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3536613 The complaint Miss K is unhappy that Monzo Bank Ltd are holding her liable for a transaction she says she didn’t make. What happened On 15 July 2021, Miss K says she received a call from someone claiming to be from Monzo. She says the phone number matched Monzo’s number, and th... (4 pages)View decision -
Decision Reference DRN-3814002
6 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3814002 The complaint Mr R is unhappy that Monzo Bank Ltd won’t refund 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 all here. But briefly, and base... (4 pages)View decision
