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-3683943
21 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3683943 The complaint Mr L is unhappy Monzo Bank Ltd won’t refund transactions he didn’t make. What happened Mr L received a message from his mum asking him to follow a link – she thought this would allow him to receive a payment for something she was selling on Gumtree. Mr L did thi... (2 pages)View decision -
Decision Reference DRN-3683860
16 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3683860 The complaint Miss I is unhappy that Monzo Bank Ltd won’t refund a transaction she didn’t make. What happened On 21 January 2022, Miss I was contacted by someone pretending to be from Lloyds’ fraud team. They said her account was being compromised. When Miss I said there wasn’... (2 pages)View decision -
Decision Reference DRN-3692645
16 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3692645 The complaint Mr H is unhappy Monzo Bank Ltd won’t refund the money he lost as the result of a scam. What happened As I understand it, Mr H initially came across a cryptocurrency trader I will refer to as C – around September 2020. He made a number of payments - initially from ... (6 pages)View decision -
Decision Reference DRN-3813797
15 Dec 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3813797 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) won’t refund transactions of £1,196 made from his account that he says he didn’t authorise. What happened Mr S says he received a phone call from someone on a withheld number on 30 January 2022 claiming to be from Monzo... (3 pages)View decision -
Decision Reference DRN-3834446
15 Dec 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3834446 The complaint Mr P has complained that Monzo Bank Ltd didn’t deal fairly with his chargeback request, and provided him with poor customer service. What happened Mr P booked a return flight with a third party, that I will call T. However, he cancelled it, as his trip was no long... (2 pages)View decision -
Decision Reference DRN-3859763
15 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3859763 The complaint Miss T complains that Monzo Bank Ltd won't refund money she lost as a result of a scam. What happened On 24 November 2022 I issued my provisional decision on this complaint. I wanted to give both sides a chance to provide further information before I issued m... (5 pages)View decision -
Decision Reference DRN-3807708
15 Dec 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3807708 The complaint Mr A complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened Mr A received a phone call from someone claiming to be from an investment company. The caller showed Mr A showed the company’s website and discussed p... (3 pages)View decision -
Decision Reference DRN-3749983
14 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3749983 The complaint Mr P is unhappy that Monzo Bank Ltd won’t refund transactions he didn’t make. What happened On 30 December 2021, Mr P received a call from someone pretending to be from Monzo’s fraud team. He said they told him someone was attempting fraud on his account and they... (3 pages)View decision -
Decision Reference DRN-3825658
14 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3825658 The complaint Mr R complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost to an investment scam. What happened In October 2020, Mr R connected with an individual “L” on a dating app. A short while after they started communicating, L suggested they could help Mr R ma... (6 pages)View decision -
Decision Reference DRN-3705626
13 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3705626 The complaint Mr S is unhappy that Monzo Bank Ltd refused to refund him the money he lost after he fell victim to a fraud. In bringing his complaint to this service, Mr S is represented by solicitors. For ease I’ll refer to Mr S in my decision. What happened The background to t... (5 pages)View decision
