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-3616015
26 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3616015 The complaint Miss R is unhappy that Monzo Bank Ltd won’t refund the money she lost after she fell victim to a 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 on the submissions from both ... (3 pages)View decision -
Decision Reference DRN-3597000
26 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3597000 The complaint Mr G has complained Monzo Bank Ltd won’t refund him for transactions he didn’t make after his debit card was stolen. What happened Whilst Mr G was abroad early in 2022 he had his phone stolen along with cards and his driving license. He reported this to the police... (3 pages)View decision -
Decision Reference DRN-3710179
24 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3710179 The complaint Mr B is unhappy that Monzo Bank Ltd won’t refund the money he’s lost to a scam. What’s happened? Mr B has fallen victim to a purchase scam. He arranged to rent a car from a company he found on a popular social media platform. I’ll refer to the company as ‘BCH’ thr... (3 pages)View decision -
Decision Reference DRN-3662643
23 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3662643 The complaint Mr S complains that Monzo Bank Ltd will not refund card payments he believed were going to a legitimate trading company which he says turned out to be a scam. Mr A is represented in this matter by CEL Solicitors (“CEL”). For simplicity, I will refer to CEL’s acti... (2 pages)View decision -
Decision Reference DRN-3520706
23 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3520706 The complaint Miss O complains that Monzo Bank Ltd (Monzo) treated her poorly when dealing with a transaction she had asked to be reversed. What happened On 21 July 2021, Miss O’s car was clamped by a bailiff, and in order to release it she needed to make a payment to a company... (3 pages)View decision -
Decision Reference DRN-3676037
23 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3676037 The complaint Mr D complains that Monzo Bank Ltd won’t refund money he lost as a result of a scam. What happened Mr D received a message on a popular messaging application. It didn’t come from one of Mr D’s contacts. The sender suggested that they did know Mr D and were providi... (3 pages)View decision -
Decision Reference DRN-3664226
23 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3664226 The complaint Ms C complains Monzo Bank Ltd (Monzo) won’t refund her for a payment she didn’t make. What happened Ms C noticed a transaction on her statement she didn’t recognise. The transaction was to a retail store on 9 March 2022 for less than £30. Miss C contacted Monzo an... (2 pages)View decision -
Decision Reference DRN-3630773
22 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3630773 The complaint Mr H complains that Monzo Bank Ltd has refused to refund payments he says he didn’t authorise. What happened Mr H says he was with some friends, and showed one of them how he used his Monzo account to top up his online gambling account with money from his current ... (2 pages)View decision -
Decision Reference DRN-3713255
22 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3713255 The complaint Mr W is unhappy that Monzo Bank Ltd won’t refund him for two transactions he says he didn’t authorise. What happened On 27 September 2021, Mr W transferred £30 into his current account intending to use these funds in a supermarket. He says that he visited the supe... (2 pages)View decision -
Decision Reference DRN-3711898
21 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3711898 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the £1,500 he lost after falling victim to a scam. What happened I issued a provisional decision in early September 2022 to explain why I thought Mr A’s complaint should not be upheld. And I said I’d consid... (4 pages)View decision
