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 2152 results
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Decision Reference DRN-3898304
27 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3898304 The complaint Miss M is unhappy that Monzo Bank Ltd won’t refund the money she lost after she 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 ... (4 pages)View decision -
Decision Reference DRN-3888613
27 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3888613 The complaint Mr M complains that Monzo Bank Ltd failed to refund a transaction he didn’t recognise. What happened Mr M was travelling abroad and reported to Monzo on 8 September 2022 that he’d lost his debit card which was linked to his account. After reviewing his account, Mr... (2 pages)View decision -
Decision Reference DRN-3516698
27 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3516698 Complaint Mr T is unhappy that Monzo Bank Ltd won’t reimburse him after he fell victim to an investment scam. Background The background to this case is well known to the parties and was set out at length in the Investigator’s view, so I don’t intend to repeat it here. Briefly, ... (3 pages)View decision -
Decision Reference DRN-3815227
26 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3815227 The complaint Ms C is unhappy that Monzo Bank Ltd won’t refund the money she lost after she 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 ba... (5 pages)View decision -
Decision Reference DRN-3669263
25 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3669263 The complaint Ms G is unhappy that Monzo Bank Ltd won’t refund payments she didn’t make. 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 for my decis... (3 pages)View decision -
Decision Reference DRN-3918215
20 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3918215 The complaint Ms K complains that her bank Monzo Bank Ltd (“Monzo”) has refused to refund the money she has lost following her falling victim to a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In su... (3 pages)View decision -
Decision Reference DRN-3916001
20 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3916001 The complaint Mr V complains about Monzo Bank Ltd’s actions when withholding funds following a transfer request. What happened Mr V held an account with Monzo. In November 2021, Mr V wanted to transfer around £360,000 from his Monzo account to a brokerage account in relation to... (3 pages)View decision -
Decision Reference DRN-3746420
20 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3746420 Complaint Mr H is unhappy that Monzo Bank Ltd (“Monzo”) recorded a fraud prevention marker against him. Background In January 2022, Mr H’s account received two credits of £75, a credit of £100, a credit of £85 and two further credits of £80. The funds were transferred on to oth... (3 pages)View decision -
Decision Reference DRN-3850177
19 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3850177 The complaint Mr J complains that Monzo Bank Ltd added a marker about him at CIFAS, the national fraud database, when it closed his account. What happened Monzo Bank has shown that it received a report that funds paid into Mr J’s account in June 2021 had been fraudulently obtai... (3 pages)View decision -
Decision Reference DRN-3672800
19 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3672800 The complaint Mr O complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded a payment he says he didn’t make or otherwise authorise. What happened Mr O says that on 13 and 14 March 2022 he received two calls from individuals who said they were from Monzo but he now knows were sc... (3 pages)View decision
