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-3367943
27 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3367943 The complaint Miss M is unhappy that Monzo Bank Ltd won’t refund her money that she lost as a result of a fraud. What happened In late 2020, Miss M received an unexpected automated call claiming to be from her communications provider. The message informed Miss M that her intern... (4 pages)View decision -
Decision Reference DRN-3578045
26 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3578045 The complaint Miss N complains that Monzo Bank Ltd ought to have done more to protect her from falling victim to an alleged investment scam. What happened The background to this complaint is known to both parties, so I’ll only be providing a summary here. Miss N’s complaint con... (3 pages)View decision -
Decision Reference DRN-3501510
26 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3501510 The complaint Mr H complains that Monzo Bank Ltd (“Monzo”) have failed to refund over £17,000 he 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 giving the rea... (2 pages)View decision -
Decision Reference DRN-3614497
26 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3614497 The complaint Mr B complains that Monzo Bank Ltd won’t refund four disputed transactions from his account. What happened Mr B says that four transactions were made with a third-party company using his account details. The transactions are well known to both parties, so I won’t ... (3 pages)View decision -
Decision Reference DRN-3614110
26 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3614110 The complaint Ms P complains that Monzo Bank Ltd (Monzo) won’t refund payments she made after falling victim to a scam. What happened In May 2021, Ms P says she was contacted via a messaging app by someone she didn’t know – who I’ll refer to as G. G had a profile page which Ms ... (4 pages)View decision -
Decision Reference DRN-3136789
25 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3136789 The complaint Miss L is unhappy Monzo Bank Ltd haven’t refunded money she lost as a result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In July 2020 Miss ... (3 pages)View decision -
Decision Reference DRN-3584013
22 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3584013 The complaint Mr A complains that Monzo Bank Ltd added a marker about him at CIFAS, the national fraud database. What happened Mr A says he hasn’t been involved in any fraudulent activity and that the marker hasn’t been added fairly. Monzo Bank said it received a report that a ... (3 pages)View decision -
Decision Reference DRN-3402697
22 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3402697 The complaint Mr S is unhappy Monzo Bank Ltd won’t refund the money he lost as the result of a scam. What happened Mr S was told through a colleague about an investment opportunity with an online platform – I will refer to as B. Mr S says he carried out an internet search and h... (5 pages)View decision -
Decision Reference DRN-3572016
21 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3572016 The complaint Mr A complains Monzo Bank Ltd unfairly closed his account and won’t tell him why. What happened Mr A held a Monzo bank account. In March 2021 Monzo gave him two months’ notice that his account would close. Mr A was unhappy about their decision and asked why, but t... (2 pages)View decision -
Decision Reference DRN-3482379
20 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3482379 The complaint Ms F complains about Monzo Bank Ltd (“Monzo”) about chargebacks she did not receive. She wants Monzo to reimburse her for the refunds due. What happened Over the course of 2020 and 2021, Ms F made a number of online purchases from different retailers. Some of the ... (2 pages)View decision
