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-3580942
17 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3580942 The complaint and what happened Mr G complains Monzo Bank Ltd won’t reimburse money lost when he fell victim to an investment scam. Our investigator upheld Mr G’s complaint. He was satisfied Monzo ought to have intervened in the first payment made as part of the scam, as it was... (2 pages)View decision -
Decision Reference DRN-3904467
17 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3904467 The complaint Mr D complains that Monzo Bank Ltd won’t refund the money he lost when he fell victim to a bank impersonation scam. What happened On 21 March 2022, Mr D received a phone call from someone pretending to be from Monzo. He’s provided a screenshot showing the call on ... (3 pages)View decision -
Decision Reference DRN-3854365
13 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3854365 The complaint Miss J complains Monzo Bank Ltd (“Monzo”), didn’t reimburse the money she lost when she 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 her... (5 pages)View decision -
Decision Reference DRN-3735592
12 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3735592 The complaint Miss B complains that Monzo Bank Ltd won’t refund payments she says she didn’t authorise. What happened Miss B says that in May and June 2022 fraudulent transactions totalling over £3,000 were made from her current account to various businesses in the United State... (2 pages)View decision -
Decision Reference DRN-3817988
11 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3817988 The complaint Mr C complains that Monzo Bank Ltd (“Monzo”) will not refund transactions he says he made as a result of falling victim to a scam. Mr C is represented by CEL Solicitors in this matter. What happened The circumstances of this complaint are well known to both partie... (2 pages)View decision -
Decision Reference DRN-3843313
11 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3843313 The complaint Mr B complaints that Monzo Bank Ltd refused to refund transactions he didn’t authorise on his account. What happened On 31 May 2022 Mr B contacted Monzo to explain he had noticed 11 transactions on his Monzo account which he didn’t authorise. Some of the transacti... (3 pages)View decision -
Decision Reference DRN-3802029
10 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3802029 The complaint Mr J has complained that his bank Monzo Bank Ltd (“Monzo”) has refused to refund the money he has lost following him being the victim of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail.... (2 pages)View decision -
Decision Reference DRN-3594673
10 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3594673 The complaint Miss A complains that her bank Monzo Bank Ltd (“Monzo”) has refused to refund the money she has lost following her being the victim of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. I... (3 pages)View decision -
Decision Reference DRN-3890992
10 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3890992 The complaint Miss B complains that Monzo Bank Ltd will not refund the money she lost after falling victim to a cryptocurrency investment scam. What happened This complaint is about five payments totalling £9,910 that Miss B made from her Monzo account on 23 July 2021. I’ve sum... (5 pages)View decision -
Decision Reference DRN-3821487
6 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3821487 The complaint Mr W complains that Monzo Bank Ltd restricted and closed his account – and then took four weeks to send him the funds that remained. What happened Mr W had an account with Monzo. In January 2021, following a review of Mr W’s account, Monzo decided to close it. On ... (2 pages)View decision
