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-4144857
23 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4144857 The complaint Mr A complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost after falling victim to a scam. What happened In 2022, someone added Mr A as a friend via an instant messaging app. Mr A says that he didn’t know the person who added him but says they had ove... (3 pages)View decision -
Decision Reference DRN-4141010
18 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4141010 The complaint Mr S has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened Both sides are most familiar with the case, so I’ll summarise what happened in brief. In March 2022, Mr S entered his debit card details into a leg... (3 pages)View decision -
Decision Reference DRN-3819272
18 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3819272 The complaint Mr H has complained that Monzo Bank Limited unreasonably refused to refund him £4,477 that was taken from his bank account without his authority or permission. What happened On 6 April 2022 Mr H said he was contacted by someone who said they were from Monzo who sa... (3 pages)View decision -
Decision Reference DRN-3833682
17 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3833682 The complaint Mrs H is unhappy that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: In May 2020 Mrs... (5 pages)View decision -
Decision Reference DRN-4002983
17 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4002983 The complaint Mr S has complained about the way Monzo Bank Ltd facilitates its international payments via a third party company. What happened Mr S had problems making an international payment. Monzo initially said the transaction had been successful when it had in fact failed ... (2 pages)View decision -
Decision Reference DRN-3975044
16 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3975044 The complaint Mr B complains that Monzo Bank Ltd closed his account and unfairly registered a CIFAS marker against him. CIFAS is the UK’s fraud alert service. Mr B is also unhappy about the service Monzo provided him when it investigated fraudulent activity on his account. He w... (4 pages)View decision -
Decision Reference DRN-4131509
16 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4131509 The complaint Mr C complains that Monzo Bank Ltd (Monzo) won’t refund the money he lost to what he now believes was a scam. What happened The details of this complaint are well known to both parties. But, to briefly recap, Mr C was searching for perfume online and came across a... (3 pages)View decision -
Decision Reference DRN-4133064
16 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4133064 The complaint Mr W complains that Monzo Bank Ltd closed his account without notice and then unreasonably delayed sending funds to an alternative account in line with his request. What happened Mr W opened his Monzo account in November 2019. On 25 February 2022 Monzo sent Mr W n... (3 pages)View decision -
Decision Reference DRN-3814774
16 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3814774 Complaint Mrs O is unhappy that Monzo Bank Ltd (“Monzo”) closed her account and failed to return all of the funds in it. Background In January 2022, Monzo notified Mrs O that it no longer wished to offer her an account and told her that it would be closing her current account. ... (2 pages)View decision -
Decision Reference DRN-4120897
15 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4120897 The complaint Miss C is unhappy Monzo Bank Ltd won’t reimburse her for funds she lost due to a scam. 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 the reasons ... (4 pages)View decision
