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-3650045
16 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3650045 The complaint Miss A complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened Miss A was looking to buy a new phone and saw one she was interested in listed on an online marketplace. She spoke with the seller to check the sp... (4 pages)View decision -
Decision Reference DRN-3644300
15 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3644300 The complaint Mrs W complains that Monzo Bank Ltd won’t refund transactions she says she didn’t authorise. What happened Mrs W said on 5 October 2020, she received a call from someone claiming to be from Monzo where she was told there was suspicious activity on her account. She... (4 pages)View decision -
Decision Reference DRN-3642971
15 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3642971 Complaint Mr W is unhappy that Monzo Bank Ltd (“Monzo”) recorded a fraud prevention marker against him. Background In October 2021, Mr W received payments into his Monzo account. Monzo subsequently received a fraud notification from a third-party bank saying that one of its cus... (3 pages)View decision -
Decision Reference DRN-3620263
12 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3620263 Complaint Miss A is unhappy that Monzo Bank Ltd (“Monzo”) registered a fraud prevention marker against her. Background In December 2020 and January 2021, Miss A’s account received payments of £15 and £920. Around £600 of the funds were withdrawn in cash. Monzo subsequently rece... (3 pages)View decision -
Decision Reference DRN-3337368
9 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3337368 The complaint Mr F complains that Monzo Bank Ltd failed to block gambling transactions on his account. What happened Mr F says he had asked Monzo to block gambling transactions from his account but says he was able to make numerous gambling transactions in 2021. He says he spen... (2 pages)View decision -
Decision Reference DRN-3413486
3 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3413486 The complaint Mr J is unhappy that Monzo Bank Ltd won’t refund the money he lost after falling victim to a car purchase scam. What happened Mr J saw a sports hatchback advertised on a social media marketplace. He contacted the advertiser, which was claiming to be a car dealersh... (7 pages)View decision -
Decision Reference DRN-3616373
3 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3616373 The complaint Mrs G is unhappy Monzo Bank Ltd won’t refund the money she lost as the result of a scam. In making her complaint Mrs G is represented by a solicitor. For ease I’ll refer to Mrs G throughout this decision. What happened Mrs G fell victim to an investment scam where... (5 pages)View decision -
Decision Reference DRN-3612907
2 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3612907 Complaint Mr J is unhappy that Monzo Bank Ltd (“Monzo”) failed to tell him where the funds in his account were sent when it closed his current account. Background In March 2022, Monzo notified Mr J that it no longer wished to offer him an account so it was closing his current a... (2 pages)View decision -
Decision Reference DRN-3616170
1 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3616170 Complaint Ms L is unhappy that Monzo Bank Ltd hasn’t paid her a refund after she was the victim of an authorised push payment (APP) scam. Background In January 2021, Ms L received phone call from someone who claimed to be an employee of HMRC. She was told that someone had creat... (5 pages)View decision -
Decision Reference DRN-3615110
1 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3615110 The complaint Miss T is unhappy because Monzo Bank Ltd (Monzo) did not reimburse the money she transferred to a fraudster. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, Miss T was approached on social m... (4 pages)View decision
