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 1856 results
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Decision Reference DRN-3325511
25 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3325511 The complaint Mrs M complains that Monzo Bank Ltd will not refund a transaction she says she did not authorise. What happened The events that unfolded are well known to the parties, so I won’t detail them again here. Instead, I’ll focus on the key points and reasoning behind my... (5 pages)View decision -
Decision Reference DRN-3761195
25 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3761195 The complaint Ms R says Monzo Bank Ltd (“Monzo”), didn’t do enough to help when she fell victim to an investment scam. She says Monzo should reimburse her for the money she lost. What happened In summary, Ms R fell victim to an investment scam. Ms R’s friend’s social media acco... (4 pages)View decision -
Decision Reference DRN-3673438
25 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3673438 The complaint Mr B is unhappy because Monzo Bank Ltd (“Monzo”) declined to refund £511 which he lost as the result of a scam. What happened The details of this complaint are well known to both parties, so I will not go into every detail of what happened here. But, in summary, M... (4 pages)View decision -
Decision Reference DRN-3787268
24 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3787268 The complaint T, a small business, has complained Monzo Bank Ltd won’t refund money for transactions they didn’t make. Miss E, who trades as T, represents T in this complaint. What happened Miss E opened a business account in the name of T with Monzo in April 2022. In July she ... (2 pages)View decision -
Decision Reference DRN-3662240
24 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3662240 The complaint Mrs K complains that Monzo Bank Ltd didn’t treat her fairly when she fell victim to two investment scams in 2021. What happened In January 2021, Mrs K saw an advert which appeared to show celebrities endorsing cryptocurrency investments. A pensioner at the time, s... (6 pages)View decision -
Decision Reference DRN-3713906
24 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3713906 The complaint Mr S complains that Monzo Bank Ltd won’t refund a disputed transaction made from his account. He’d like a refund and compensation for the inconvenience caused to him. What happened Mr S has an account with Monzo. On 21 March 2022 a payment of £2,705 was made from ... (2 pages)View decision -
Decision Reference DRN-3770370
23 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3770370 The complaint Mr A complains he was the victim of an investment scam and that Monzo Bank Ltd didn’t do enough to stop that happening or to recover his money. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief ove... (2 pages)View decision -
Decision Reference DRN-3664584
22 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3664584 The complaint Mr A is unhappy that Monzo Bank Ltd won’t refund the money he lost after he fell victim to a scam. What happened The circumstances which led to this complaint are well-known to both parties and have been clearly laid out in our Investigator’s view. So I won’t repe... (3 pages)View decision -
Decision Reference DRN-3490975
21 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3490975 The complaint Mr M is unhappy Monzo Bank Ltd won’t reimburse him the money he’s lost after he fell victim to a scam. Mr M in bringing his complaint to our service is being represented by solicitors. For ease, I will refer to Mr M throughout this decision. What happened Mr M had... (7 pages)View decision -
Decision Reference DRN-3603915
21 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3603915 The complaint Mr N complains that Monzo Bank Ltd closed his bank account and loaded a negative fraud marker against him. He’d like the marker removed and compensation for the impact on him. What happened Mr N had an account with Monzo. On 13 February 2021 Mr N received a paymen... (2 pages)View decision