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-3972171
20 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3972171 The complaint Miss F complains that Monzo Bank Ltd (Monzo) won’t refund transactions on her account which she didn’t make. 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 point... (3 pages)View decision -
Decision Reference DRN-3786661
17 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3786661 The complaint Mr I complains that Monzo Bank Ltd (Monzo) won’t refund all the money he lost to an authorised push payment (APP) 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 th... (2 pages)View decision -
Decision Reference DRN-3932216
16 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3932216 The complaint Mr E 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 based... (3 pages)View decision -
Decision Reference DRN-3949870
15 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3949870 Complaint Miss A is unhappy that Monzo Bank Ltd (“Monzo”) registered a fraud prevention marker against her. Background In January 2021, Miss A’s account received a payment of £600. The funds were immediately transferred on to a third-party. Monzo was subsequently contacted by a... (3 pages)View decision -
Decision Reference DRN-3647098
14 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3647098 The complaint Mr G complains that Monzo Bank Ltd (“Monzo”) won’t refund him the money he’s lost after he fell victim to a purchase 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. I’ll recap ... (5 pages)View decision -
Decision Reference DRN-3892329
14 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3892329 The complaint Mr R complains that Monzo Bank Ltd hasn’t refunded disputed transactions on his account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In August 2021 ar... (3 pages)View decision -
Decision Reference DRN-3842306
14 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3842306 The complaint Miss O is unhappy Monzo Bank Ltd won’t refund a payment she didn’t make. What happened Miss O was contacted by someone who pretended to be from someone she banks with. They convinced her to move her money into her Monzo account to keep it safe. That day, a payment... (3 pages)View decision -
Decision Reference DRN-3955692
10 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3955692 The complaint Miss P is unhappy Monzo Bank Ltd won’t refund the £2,500 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 October 2021 Mi... (3 pages)View decision -
Decision Reference DRN-3927895
10 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3927895 Complaint Miss B is unhappy that Monzo Bank Ltd (“Monzo”) registered a fraud prevention marker against her. Background In December 2021 and January 2022, Miss B’s account received payments of two payments of £200 and one for £100. Monzo subsequently received notifications from ... (3 pages)View decision -
Decision Reference DRN-3803191
10 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3803191 Complaint Ms Z is unhappy that Monzo Bank Ltd (“Monzo”) closed her account and registered a fraud prevention marker against her. Background In July 2021, Ms Z’s account received payments of £500 and £100. Some of the funds were immediately transferred to a third party and a lar... (3 pages)View decision
