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
-
Decision Reference DRN-3720076
2 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3720076 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost, after he fell victim to an ‘authorised push payment’ (“APP”) 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 base... (4 pages)View decision -
Decision Reference DRN-4076920
2 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4076920 The complaint Ms R complains that Monzo Bank Ltd won’t refund the money she lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving the reason... (3 pages)View decision -
Decision Reference DRN-4158966
1 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4158966 The complaint and what happened Mr C complains Monzo Bank Ltd won’t reimburse money he lost to an investment scam. The details of this complaint are well known to both parties and so I won’t repeat them in full here. Rather, I’ll set out a summary and focus on giving reasons fo... (4 pages)View decision -
Decision Reference DRN-4164863
1 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4164863 The complaint Ms C complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In November 2021, Ms C received a message through an instant messaging app from someone who referred to her as “Mum” and said their phone had been d... (4 pages)View decision -
Decision Reference DRN-4160286
31 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4160286 The complaint Mr D complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost to a scam. What happened In October 2021, Mr D lost just over £9,800 to a scam. Mr D initially provided us with a list of payments which totalled over £11,000. However, having reviewed his ban... (4 pages)View decision -
Decision Reference DRN-4066117
30 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4066117 The complaint Miss Z complains that Monzo Bank Ltd failed to refund several transactions she didn’t recognise. What happened Miss Z noticed that several payments had left her account that she didn’t recognise. These were to merchants who appeared to sell crypto currency. Miss Z... (3 pages)View decision -
Decision Reference DRN-4141760
26 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4141760 The complaint Mr E has complained that Monzo Bank Ltd unreasonable refused to refund him three payments he didn’t recognise on his bank account. What happened Mr E was away for the weekend. He said on Tuesday 20 September 2022 he logged into his phone and his Monzo banking app ... (3 pages)View decision -
Decision Reference DRN-4114328
26 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4114328 The complaint Miss R has complained that Monzo Bank Ltd didn’t do enough to protect her from fraud and hasn’t provided her with an acceptable level of compensation. What happened Both sides are familiar with the case, so I’ll summarise things in brief. On 15 May 2022 Miss R ope... (3 pages)View decision -
Decision Reference DRN-4152703
25 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4152703 The complaint Mr B is unhappy that Monzo Bank Ltd won’t refund him for transactions which he says he didn’t make or authorise. What happened On 22 September 2021, two transactions of £2,965 and £499 were debited from Mr B’s current account. Mr B contacted Monzo straightaway to ... (4 pages)View decision -
Decision Reference DRN-4110501
23 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4110501 The complaint Mr H complains that Monzo Bank Ltd will not refund money that’s been debited from his account. What happened On 27 September 2022, a payment of £4,155 was made from Mr H’s account to a new payee. The next day, Mr H contacted Monzo and said he hadn’t made the trans... (3 pages)View decision
