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-3778820
19 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3778820 The complaint Miss K is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund money she lost after falling victim to a scam. What happened In March 2022, Miss K found some shoes on a social media platform that she was interested in buying. Miss K says she’d used this platform once... (3 pages)View decision -
Decision Reference DRN-3969496
18 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3969496 The complaint Mr N complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost after falling victim to an investment scam. What happened Between 19 July 2021 and 12 November 2021, Mr N made 13 payments for just over £61,000 as part of a cryptocurrency investment scam. Mr... (5 pages)View decision -
Decision Reference DRN-4058735
17 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4058735 The complaint Mr D complains that Monzo Bank Ltd failed to refund transactions he didn’t recognise. What happened Mr D noticed that a number of transactions had been made from his Monzo account earlier that morning that he didn’t recognise. The payments were made using bank tra... (3 pages)View decision -
Decision Reference DRN-4000574
14 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4000574 The complaint Mr A complains Monzo Bank Ltd (“Monzo”), didn’t reimburse the money he lost when he was the victim of an ‘authorised push payment’ (“APP”) purchase scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. B... (5 pages)View decision -
Decision Reference DRN-4017911
14 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4017911 The complaint Mr A complains that Monzo Bank Ltd won’t refund money he lost when he was the victim of a scam. Mr A is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key even... (4 pages)View decision -
Decision Reference DRN-4077995
13 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4077995 The complaint Mrs S is unhappy Monzo Bank Ltd won’t refund a transaction she didn’t make. What happened Mrs S explained she received calls from people pretending to be from Monzo, her other bank as well as Amazon. Ultimately, it seems she was told that someone had hacked her a... (3 pages)View decision -
Decision Reference DRN-3983331
13 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3983331 The complaint Mr A complains that Monzo Bank Ltd unfairly placed a fraud marker against his name and closed his bank account. What happened Mr A had an account with Monzo. In May 2021, Mr A says that a friend from school, who I will refer to as B, asked if he could use Mr A’s a... (4 pages)View decision -
Decision Reference DRN-3820727
11 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3820727 The complaint Mr Q complains Monzo Bank Ltd won’t refund him for a payment he didn’t make. What happened Mr Q went on holiday and on the way back his card was used without his authorisation. Mr Q raised this fraud with Monzo, and it refunded the payment temporarily. Monzo carri... (3 pages)View decision -
Decision Reference DRN-3943165
6 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3943165 The complaint Miss T complains that Monzo Bank Ltd won’t refund money she lost when she fell victim to a scam. What happened The details of this complaint are well known to both parties. So rather than repeat them all again here, I’ll briefly summarise the key points. Miss T wa... (3 pages)View decision -
Decision Reference DRN-3860751
5 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3860751 The complaint Mr A complains that he tried to send money through Monzo Bank Ltd, but it did not arrive. What happened Mr A says that he transferred £250 to the wrong account and Monzo has not helped him to retrieve the money. Monzo says Mr A sent money to the wrong account due ... (2 pages)View decision
