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 2125 results
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Decision Reference DRN-4110444
3 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4110444 The complaint Mrs W complains that Monzo Bank Ltd won’t refund the money she lost after she fell victim to a task-based job scam. Mrs W is making her complaint with the assistance of a professional claims management company, who I’ll refer to as the CMC. What happened On 5 Febr... (4 pages)View decision -
Decision Reference DRN-3888472
3 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3888472 The complaint Miss A has complained that Monzo Bank Ltd (Monzo) has refused to refund her the money she lost 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 summary, Miss A was ... (3 pages)View decision -
Decision Reference DRN-4257519
3 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4257519 The complaint Mr W complains that Monzo Bank Ltd won’t reimburse the money he lost to a scam. What’s happened? Mr W has fallen victim to a cryptocurrency investment scam. In summary, he’s explained that he came across a company I’ll refer to as ‘T’ whilst using a popular social... (4 pages)View decision -
Decision Reference DRN-4098057
2 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4098057 The complaint Mr C has complained about Monzo Bank Ltd’s actions regarding a chargeback for three payments to a car rental company. What happened Mr C discovered payments to a car rental company, which he didn’t recognise. Accordingly, he contacted Monzo to raise a chargeback. ... (2 pages)View decision -
Decision Reference DRN-4280047
2 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4280047 The complaint Mr P is unhappy that Monzo Bank Ltd hasn’t refunded him after his was the victim of an Authorised Push Payment scam. What happened Mr P found an exercise bike to purchase using a social media platform. He said the seller had an existing profile, dating back three ... (4 pages)View decision -
Decision Reference DRN-4272027
2 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4272027 The complaint Mr Q has complained Monzo Bank Ltd won’t refund three disputed transactions carried out with his Monzo card. What happened In August 2022 when Mr Q was out with friends and family at a barbecue in the park, he lost his iPhone. He later contacted Monzo as he notice... (3 pages)View decision -
Decision Reference DRN-4160369
1 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4160369 The complaint Mr S complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost in a scam. What happened Mr S says that he was contacted via a messaging app by someone who said they were a recruiter for a well-known agency. Mr S was interested and was passed on to som... (3 pages)View decision -
Decision Reference DRN-4275356
31 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4275356 The complaint Mrs M and Mr M are unhappy that Monzo Bank Ltd charged them interest on a portion of an overseas cash withdrawal. What happened Mrs M and Mr M withdrew £207 from an ATM while holidaying in the Caribbean and found that they’d incurred a 3% charge on £7 of that with... (3 pages)View decision -
Decision Reference DRN-3906723
28 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3906723 The complaint Miss D complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In August 2022, Miss D was looking for a property to rent and found one she was interested in listed on an online marketplace. She spoke to the es... (4 pages)View decision -
Decision Reference DRN-4251137
27 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4251137 The complaint Mr O complains that Monzo Bank Ltd won’t refund money he lost when he was the victim of a scam. Mr O is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key... (6 pages)View decision
