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 1851 results
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Decision Reference DRN-3798416
9 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3798416 The complaint Ms H complains that Monzo Bank Ltd won’t refund the money she lost to an investment scam. Miss H is represented by a third party in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments it has made as being made by Ms H hersel... (5 pages)View decision -
Decision Reference DRN-3678873
8 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3678873 The complaint T is unhappy that Monzo Bank Ltd won’t refund transactions it didn’t make. T’s sole director at the relevant time was Mr I, who I’ve referred to throughout the decision. What happened T received an email from someone purporting to be its website builder and host –... (2 pages)View decision -
Decision Reference DRN-3573328
8 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3573328 The complaint Miss T is unhappy that Monzo Bank Ltd won’t refund transactions she didn’t make. What happened Miss T has explained she was contacted by someone claiming to be from Monzo – they said someone was trying to set up Direct Debits and Apple Pay on her account. She reca... (2 pages)View decision -
Decision Reference DRN-3756721
8 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3756721 The complaint Miss M complains that Monzo Bank Ltd (“Monzo”) won’t reimburse a transaction of £900 that she says she didn’t make or otherwise authorise from her account. What happened Miss M holds an account with Monzo. She said that late one evening she was messaged by a frien... (3 pages)View decision -
Decision Reference DRN-3761221
8 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3761221 The complaint Miss D has complained that Monzo Bank Ltd (“Monzo”) acted irresponsibly by increasing her overdraft limit even though she couldn’t afford it and that the fees it applied made her financial situation worse. What happened Miss D applied and was approved for an overd... (3 pages)View decision -
Decision Reference DRN-3690191
7 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3690191 The complaint Mr S has complained Monzo Bank Ltd won’t refund him £1,800 for a transaction he didn’t make. What happened Mr S complained to Monzo Bank when he noticed a payment for £1,800 had been made from his account to someone he’d not paid before. He’d not made this payment... (2 pages)View decision -
Decision Reference DRN-3722925
7 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3722925 Complaint Mr H is unhappy that Monzo Bank Ltd (“Monzo”) recorded a fraud prevention marker against him. Background In November 2021, Mr H received a payment of £340 into his Monzo account. Monzo subsequently received a fraud notification from a third-party bank saying that one ... (3 pages)View decision -
Decision Reference DRN-3776033
4 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3776033 The complaint Mr Z is unhappy that Monzo Bank Ltd won’t refund him money that he lost as a result of fraud. What happened The details of this case have been clearly set out by our investigator. As such, the facts are well-known to both parties, so I don’t need to repeat them at... (7 pages)View decision -
Decision Reference DRN-3780977
3 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3780977 The complaint Mr G complains Monzo Bank Ltd registered a fraud marker at CIFAS, the national fraud database. He doesn’t think it’s treated him fairly. What happened I issued my provisional decision on this complaint on 19 October 2022, inviting both parties to let me have any f... (4 pages)View decision -
Decision Reference DRN-3442766
2 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3442766 The complaint Mr A is unhappy because Monzo Bank Ltd (“Monzo”) declined to refund £3,600 which he lost as the result of a scam. What happened The details of the complaint are well known to both parties, so I won’t go into every detail of what happened here. But in summary, both... (5 pages)View decision
