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-3617009
14 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3617009 The complaint Miss J is unhappy because Monzo Bank Ltd (“Monzo”) did not reimburse her money she transferred to a fraudster. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, and based on the submi... (5 pages)View decision -
Decision Reference DRN-3572291
14 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3572291 The complaint Miss C is unhappy that Monzo Bank Ltd won’t refund the money she’s lost to a scam. What’s happened? Miss C says she carried out an internet search for a new loan, then applied to several lenders via their websites. She was subsequently contacted via telephone by a... (3 pages)View decision -
Decision Reference DRN-3558723
14 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3558723 The complaint Miss J complains Monzo Bank Limited have not refunded money that was sent to the wrong account. What happened On 8 January 2021 Miss J contacted Monzo explaining a £5,000 transfer to another account had been made on her account. Miss J explained the payment had no... (3 pages)View decision -
Decision Reference DRN-3650704
13 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3650704 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he was the victim of a scam. What happened Mr B says that he received a notification from Monzo about an attempted payment for around £1,000 that he hadn’t made. Soon after, Mr B rece... (4 pages)View decision -
Decision Reference DRN-3519581
13 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3519581 The complaint Mr G is unhappy Monzo Bank Ltd hasn’t reimbursed funds he sent to a scam investment firm. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving my reason... (2 pages)View decision -
Decision Reference DRN-3688317
7 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3688317 The complaint Miss D says that Monzo Bank Ltd (“Monzo”) were irresponsible in providing her with an overdraft facility when she opened an account with them. She says the charges for this caused her financial difficulty. What happened Miss D opened an account with Monzo and succ... (3 pages)View decision -
Decision Reference DRN-3657269
6 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3657269 The complaint and what happened Mr A complains Monzo Bank Ltd won’t reimburse over £14,000 he lost when he fell victim to a scam. Our investigator upheld the complaint. She was satisfied Monzo ought to have intervened on the fifth payment towards the scam, as it was unusual and... (2 pages)View decision -
Decision Reference DRN-3677095
1 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3677095 The complaint Miss V complains that Monzo Bank Ltd won’t refund the money she lost when she tried to buy an item from a private seller and it turned out to have been a scam. What happened Miss V saw the item advertised for sale on a well-known social media marketplace. It was a... (5 pages)View decision -
Decision Reference DRN-3576216
1 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3576216 The complaint Mrs S complains that Monzo Bank Ltd won’t reimburse payments sent from her account which she didn’t authorise. What happened The full details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll recap the key points an... (3 pages)View decision -
Decision Reference DRN-3643237
1 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3643237 The complaint Mr J complains that Monzo Bank Ltd won’t refund the money he lost, after he fell victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, in March 2022, Mr J was looking to... (4 pages)View decision
