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-3813676
29 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3813676 The complaint Mr R complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like Monzo to refund him the money he has lost as a result of the scam. What happened On 12 February 2022, Mr R saw a notification... (3 pages)View decision -
Decision Reference DRN-4066027
29 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4066027 The complaint Mr A is unhappy Monzo Bank Ltd will not refund the money he lost as the result of an investment scam. Mr A’s complaint has been brought by a representative, for ease of reading I will refer solely to Mr A in this decision. What happened All the details are well kn... (4 pages)View decision -
Decision Reference DRN-4121632
29 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4121632 The complaint Mr H complains Monzo Bank Ltd hasn’t refunded transactions he’s disputed. He’s also unhappy about its poor customer service. What happened Mr H had an account with Monzo Bank. Monzo Bank took the decision to close his account after the transactions Mr H has disput... (2 pages)View decision -
Decision Reference DRN-4042990
29 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4042990 The complaint Mr D complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost, after he fell victim to an ‘authorised push payment’ (“APP”) scam. Mr D in bringing his complaint to our service is being represented. For ease, I’ll refer to Mr D throughout, even where the ... (6 pages)View decision -
Decision Reference DRN-3922402
29 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3922402 The complaint Mr P complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse him the money he lost after he fell victim to an ‘authorised push payment’ (“APP”) scam. In bringing his complaint to this service, Mr P is being represented. For ease, I will refer to Mr P throughout my... (6 pages)View decision -
Decision Reference DRN-4215059
29 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4215059 The complaint Miss Y is unhappy that Monzo Bank Ltd won’t refund the money she lost after she fell victim to a scam. What happened I issued my provisional decision on this complaint on 31 May 2023. The background and circumstances of the case and the reasons why I was minded to... (6 pages)View decision -
Decision Reference DRN-3979971
28 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3979971 The complaint Miss K says Monzo Bank Ltd (“Monzo”), didn’t do enough to help when she fell victim to a an ‘authorised push payment’ (“APP”) investment scam. She says Monzo should reimburse her for the money she lost. What happened As both parties are familiar with the circumsta... (6 pages)View decision -
Decision Reference DRN-4034649
28 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4034649 The complaint Miss R complains that Monzo Bank Ltd took too long to return money in her bank account. She’s also unhappy about how Monzo handled her loan repayments whilst her account was blocked and says that the bank unfairly recorded a default marker on her credit file. What... (7 pages)View decision -
Decision Reference DRN-4211103
27 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4211103 The complaint Mr A is unhappy that Monzo Bank Ltd won’t reimburse payments to his account that he was coerced into making by a group of people. What happened Mr A was approached by a group of people he didn’t know (“the group”) and was coerced, under threat of physical violence... (2 pages)View decision -
Decision Reference DRN-3879035
26 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3879035 The complaint Ms K complains that Monzo Bank Ltd (Monzo) has refused to refund the money she has lost following her 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 Ms K ... (3 pages)View decision
