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-3497566
30 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3497566 The complaint Miss C complains Monzo Bank Ltd didn’t reimburse the money she lost when he was tricked into paying for an item she did not receive. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail here. But briefly, bot... (3 pages)View decision -
Decision Reference DRN-3588663
29 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3588663 The complaint Mr Y complains Monzo Bank Ltd didn’t reimburse the money he lost when he was tricked into paying for an item he did not receive. What happened Both parties accept that Mr Y was the victim of a scam after he made a faster payment of £1,230. He made this payment for... (4 pages)View decision -
Decision Reference DRN-3482665
28 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3482665 The complaint Mrs A is unhappy because Monzo Bank Ltd (“Monzo”) declined to refund £2,750 which she 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, bo... (6 pages)View decision -
Decision Reference DRN-3667015
28 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3667015 The complaint Mr C complains Monzo Bank Ltd (“Monzo”) refuse to refund him two transactions he didn’t authorise. What happened In February 2022, just before midday, two transactions amounting to £900 were made from Mr C’s account to the same retailer. The transactions were both... (4 pages)View decision -
Decision Reference DRN-3616002
27 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3616002 The complaint Miss A is unhappy that Monzo Bank Ltd won’t refund the money she lost after she fell victim to a 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 based on the submissions of both pa... (3 pages)View decision -
Decision Reference DRN-3635589
27 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3635589 The complaint Miss F complains that Monzo Bank Ltd did not reimburse the money she transferred to a fraudster. What happened Miss F has been the victim of two social media investment scams. The first one happened on 26 May 2021 when Miss F received a request to follow a lady wh... (5 pages)View decision -
Decision Reference DRN-3616015
26 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3616015 The complaint Miss R is unhappy that Monzo Bank Ltd won’t refund the money she lost after she fell victim to a 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 based on the submissions from both ... (3 pages)View decision -
Decision Reference DRN-3597000
26 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3597000 The complaint Mr G has complained Monzo Bank Ltd won’t refund him for transactions he didn’t make after his debit card was stolen. What happened Whilst Mr G was abroad early in 2022 he had his phone stolen along with cards and his driving license. He reported this to the police... (3 pages)View decision -
Decision Reference DRN-3710179
24 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3710179 The complaint Mr B is unhappy that Monzo Bank Ltd won’t refund the money he’s lost to a scam. What’s happened? Mr B has fallen victim to a purchase scam. He arranged to rent a car from a company he found on a popular social media platform. I’ll refer to the company as ‘BCH’ thr... (3 pages)View decision -
Decision Reference DRN-3662643
23 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3662643 The complaint Mr S complains that Monzo Bank Ltd will not refund card payments he believed were going to a legitimate trading company which he says turned out to be a scam. Mr A is represented in this matter by CEL Solicitors (“CEL”). For simplicity, I will refer to CEL’s acti... (2 pages)View decision
