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-3557628
18 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3557628 The complaint Ms B complains that Monzo Bank Ltd won’t refund a disputed payment made from her current account. What happened Ms B says that in September 2021 her phone was no longer allowing her to make contactless payments from her Monzo account via Google Pay. So she took st... (2 pages)View decision -
Decision Reference DRN-3463191
17 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3463191 The complaint Mr F complains that Monzo Bank Ltd did not do enough to help him when he fell victim to a scam. What happened Mr F wanted to buy tickets for an international football game. He tried to buy tickets from three separate places. Unfortunately, none of the sales were g... (5 pages)View decision -
Decision Reference DRN-3652652
17 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3652652 The complaint Mr W complains that Monzo Bank Ltd (“Monzo”) didn’t do enough to help him when he fell victim to a scam. What happened In July 2021, Mr W contacted Monzo and said that he’d been scammed. He reported several debit card payments were fraudulent. When asked about wha... (3 pages)View decision -
Decision Reference DRN-3652395
17 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3652395 The complaint Mr M complains that Monzo Bank Ltd won’t refund two payments he made from his bank account. What’s happened? Mr M says he agreed to purchase seven PlayStations for a price of £2,700 from a trusted seller he had previously successfully transacted with. He says he h... (3 pages)View decision -
Decision Reference DRN-3650045
16 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3650045 The complaint Miss A complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened Miss A was looking to buy a new phone and saw one she was interested in listed on an online marketplace. She spoke with the seller to check the sp... (4 pages)View decision -
Decision Reference DRN-3644300
15 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3644300 The complaint Mrs W complains that Monzo Bank Ltd won’t refund transactions she says she didn’t authorise. What happened Mrs W said on 5 October 2020, she received a call from someone claiming to be from Monzo where she was told there was suspicious activity on her account. She... (4 pages)View decision -
Decision Reference DRN-3642971
15 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3642971 Complaint Mr W is unhappy that Monzo Bank Ltd (“Monzo”) recorded a fraud prevention marker against him. Background In October 2021, Mr W received payments into his Monzo account. Monzo subsequently received a fraud notification from a third-party bank saying that one of its cus... (3 pages)View decision -
Decision Reference DRN-3620263
12 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3620263 Complaint Miss A is unhappy that Monzo Bank Ltd (“Monzo”) registered a fraud prevention marker against her. Background In December 2020 and January 2021, Miss A’s account received payments of £15 and £920. Around £600 of the funds were withdrawn in cash. Monzo subsequently rece... (3 pages)View decision -
Decision Reference DRN-3337368
9 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3337368 The complaint Mr F complains that Monzo Bank Ltd failed to block gambling transactions on his account. What happened Mr F says he had asked Monzo to block gambling transactions from his account but says he was able to make numerous gambling transactions in 2021. He says he spen... (2 pages)View decision -
Decision Reference DRN-3413486
3 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3413486 The complaint Mr J is unhappy that Monzo Bank Ltd won’t refund the money he lost after falling victim to a car purchase scam. What happened Mr J saw a sports hatchback advertised on a social media marketplace. He contacted the advertiser, which was claiming to be a car dealersh... (7 pages)View decision
