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-3616373
3 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3616373 The complaint Mrs G is unhappy Monzo Bank Ltd won’t refund the money she lost as the result of a scam. In making her complaint Mrs G is represented by a solicitor. For ease I’ll refer to Mrs G throughout this decision. What happened Mrs G fell victim to an investment scam where... (5 pages)View decision -
Decision Reference DRN-3612907
2 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3612907 Complaint Mr J is unhappy that Monzo Bank Ltd (“Monzo”) failed to tell him where the funds in his account were sent when it closed his current account. Background In March 2022, Monzo notified Mr J that it no longer wished to offer him an account so it was closing his current a... (2 pages)View decision -
Decision Reference DRN-3616170
1 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3616170 Complaint Ms L is unhappy that Monzo Bank Ltd hasn’t paid her a refund after she was the victim of an authorised push payment (APP) scam. Background In January 2021, Ms L received phone call from someone who claimed to be an employee of HMRC. She was told that someone had creat... (5 pages)View decision -
Decision Reference DRN-3615110
1 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3615110 The complaint Miss T 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, Miss T was approached on social m... (4 pages)View decision -
Decision Reference DRN-3620910
1 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3620910 Complaint Miss A is unhappy that Monzo Bank Ltd (“Monzo”) closed her account and recorded a fraud prevention marker against her. Background In April 2021, Monzo wrote to Miss A to inform her that her account had been referred to its investigation team for review and as a result... (3 pages)View decision -
Decision Reference DRN-3559417
29 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3559417 The complaint Mr B is unhappy that Monzo Bank Ltd (“Monzo”) hasn’t reimbursed him after he was the victim of a scam. What happened Mr B received an email at work he believed to be from the CEO of the company asking him for his personal phone number. This email turned out to be ... (3 pages)View decision -
Decision Reference DRN-3615848
29 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3615848 Complaint Mr A is unhappy that Monzo Bank Ltd (“Monzo”) registered a fraud prevention marker against him. Background In October 2021, Mr A’s account received a £250 payment. £200 of the funds were immediately transferred to another of Mr A’s accounts and the remainder of the fu... (3 pages)View decision -
Decision Reference DRN-3615435
29 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3615435 Complaint Mr O is unhappy that Monzo Bank Ltd (“Monzo”) closed his account and recorded a fraud prevention marker against him. Background In March 2022, Mr O’s account received credits of £250 and £100. The funds were immediately transferred on to a third-party. Monzo subsequen... (3 pages)View decision -
Decision Reference DRN-3486567
28 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3486567 The complaint Mr M complains Monzo Bank Ltd registered a fraud marker at CIFAS, the national fraud database. He doesn’t think it’s done so fairly. What happened Mr M held an account with Monzo. On 6 February 2021, his account was credited with £300. Shortly afterwards he transf... (3 pages)View decision -
Decision Reference DRN-3574037
27 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3574037 The complaint Miss M is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund her the money she lost after she was the victim of a scam. What happened In 2021, Miss M used an online sales website hoping to sell a second-hand pram for £500. Shortly after posting an advertisement on... (5 pages)View decision
