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-3657269
6 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3657269 The complaint and what happened Mr A complains Monzo Bank Ltd won’t reimburse over £14,000 he lost when he fell victim to a scam. Our investigator upheld the complaint. She was satisfied Monzo ought to have intervened on the fifth payment towards the scam, as it was unusual and... (2 pages)View decision -
Decision Reference DRN-3677095
1 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3677095 The complaint Miss V complains that Monzo Bank Ltd won’t refund the money she lost when she tried to buy an item from a private seller and it turned out to have been a scam. What happened Miss V saw the item advertised for sale on a well-known social media marketplace. It was a... (5 pages)View decision -
Decision Reference DRN-3576216
1 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3576216 The complaint Mrs S complains that Monzo Bank Ltd won’t reimburse payments sent from her account which she didn’t authorise. What happened The full details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll recap the key points an... (3 pages)View decision -
Decision Reference DRN-3643237
1 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3643237 The complaint Mr J complains that Monzo Bank Ltd won’t refund the money he lost, after he fell victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, in March 2022, Mr J was looking to... (4 pages)View decision -
Decision Reference DRN-3618096
31 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3618096 The complaint Mr O has complained that Monzo Bank Ltd won’t refund a transaction he says he didn’t make or otherwise authorise. What happened In February 2022, a £2,000 transfer was made from Mr O’s Monzo account to another UK bank account, using Mr O’s mobile phone. This reduc... (4 pages)View decision -
Decision Reference DRN-3634151
31 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3634151 The complaint Miss T complains that Monzo Bank Ltd has recorded a marker at CIFAS, the national fraud database. What happened Miss T says that she found out about the marker when she tried to apply for a product at a different financial business. And this led to her other bank ... (3 pages)View decision -
Decision Reference DRN-3618605
31 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3618605 The complaint Mrs S complains that Monzo Bank PLC (“Monzo”) have unfairly declined to refund over £10,000 she lost as part of an investment scam. The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will focus on g... (3 pages)View decision -
Decision Reference DRN-3517932
30 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3517932 The complaint Miss S is unhappy that Monzo Bank Ltd defaulted and closed her account without any written notice. What happened Miss S had an account with Monzo. Monzo defaulted and closed Miss S’s account without providing any written notice to her. Miss S wasn’t happy about th... (2 pages)View decision -
Decision Reference DRN-3615165
30 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3615165 The complaint Miss G is unhappy because Monzo Bank Ltd (‘Monzo’) did not reimburse the money she transferred to a fraudster. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, in June 2020 Miss G was approac... (5 pages)View decision -
Decision Reference DRN-3662830
30 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3662830 Complaint Miss N is unhappy that Monzo Bank Ltd (“Monzo”) registered a fraud prevention marker against her. Background In December 2020, Miss N’s account received payments of £156.08 and £1,281.96. Monzo subsequently received a notification from the bank responsible for sending... (3 pages)View decision
