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 2651 results
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Decision Reference DRN-4671612
8 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4671612 The complaint Mrs E, who has a representative, complains Monzo Bank Ltd didn’t do enough when she fell victim to a scam. What happened Mrs E has a Monzo account and an account with a bank elsewhere who I’ll refer to as “N” in the rest of this decision. Mrs E says she was in a v... (3 pages)View decision -
Decision Reference DRN-4495512
8 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4495512 The complaint Mrs U complains that Monzo Bank Ltd did not refund her the £3,875 she lost as part of a scam. What happened Mrs U found a vehicle she wanted to purchase online and contacted the company I’ll call ‘J’. A sales manager from J responded and explained they could deliv... (3 pages)View decision -
Decision Reference DRN-4670174
8 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4670174 The complaint Mrs S, on behalf of ‘S’, complains that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost as a result of 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 in detai... (4 pages)View decision -
Decision Reference DRN-4637694
8 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4637694 Complaint Mr M has complained about an overdraft that Monzo Bank Ltd (“Monzo”) provided to him. He says the overdraft, which then had its limit increased, shouldn’t have been lent as it was unaffordable. Background Mr M has also complained about Monzo’s decision to provide him ... (3 pages)View decision -
Decision Reference DRN-4340992
7 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4340992 The complaint Mr M complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like Monzo to refund him the money he has lost. What happened Mr M was contacted via WhatsApp by a supposed recruitment company of... (3 pages)View decision -
Decision Reference DRN-4630637
7 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4630637 The complaint Mr H complains about Monzo Bank Ltd. He says that he has been the victim of a scam and would like Monzo to refund him the money he has lost as a result. What happened In September 2023, Mr H applied for a service via a website requesting the service of a woman. He... (2 pages)View decision -
Decision Reference DRN-4667961
7 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4667961 The complaint Miss T complains that Monzo Bank Ltd (“Monzo”) won’t refund transactions made from her account, which she says she didn’t authorise, as well as increases made to her overdraft. What happened Miss T opened an account with Monzo on 12 August 2022. A number of paymen... (4 pages)View decision -
Decision Reference DRN-4632468
7 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4632468 Complaint Ms V is unhappy that Monzo Bank Ltd didn’t reimburse her after she fell victim to a scam. Background The background to this complaint is well known to the parties, so I don’t intend to set it out in full here. Briefly, in December 2022, Ms V fell victim to an employme... (4 pages)View decision -
Decision Reference DRN-4646781
7 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4646781 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he fell victim to a scam. What happened Mr K is represented in this case but for ease I’ll refer to Mr K throughout this decision. Mr K says that he saw a job advert on social media w... (3 pages)View decision -
Decision Reference DRN-4654292
6 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4654292 The complaint Mr O complains that Monzo Bank Ltd have recorded a marker against him with the fraud prevention agency CIFAS. He’d like the entry removed. What happened For this complaint Mr O has appointed representatives, but for ease of reading I’ll only refer to Mr O througho... (3 pages)View decision