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-3592412
15 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3592412 The complaint Mr C is unhappy that Monzo Bank Ltd (“Monzo”) will not refund the money he lost after paying for an item he did not receive. What happened Mr C was looking for a smart watch online when he found the profile of someone selling the watch he wanted on a selling page ... (5 pages)View decision -
Decision Reference DRN-3574132
14 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3574132 The complaint Mr K complains that when he tried to make a large payment through Monzo Bank Ltd’s (“Monzo”) banking app he received an alert which read “Stop don’t pay”. In particular he objects to the phase “It’s very likely a scam”. What happened Following the receipt of an al... (2 pages)View decision -
Decision Reference DRN-3594632
14 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3594632 The complaint Mr S is unhappy because Monzo Bank Ltd (Monzo) did not reimburse the money he transferred to a fraudster. What happened What Mr S says Mr S says that on 3 June 2020 he provided details of his account with another bank in response to an email he thought he’d receiv... (7 pages)View decision -
Decision Reference DRN-3423232
13 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3423232 The complaint Mr F complains that Monzo Bank Ltd closed his account without notice. He wants his funds released and compensation. What happened Mr F had an account with Monzo. Monzo restricted the account on 3 December 2020 in order to carry out a review of the account. After t... (3 pages)View decision -
Decision Reference DRN-3590260
12 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3590260 The complaint Miss T complains Monzo Bank Ltd won’t refund money she lost as a result of a scam. What happened On 5 July 2022, I issued my provisional decision on this complaint. I wanted to give both sides an opportunity to provide further information in advance of my final de... (5 pages)View decision -
Decision Reference DRN-3505193
12 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3505193 The complaint Ms D is unhappy because Monzo Bank Ltd did not reimburse the money she transferred to a fraudster. Background In December 2020, Ms D was looking for a place to rent for a few months in London. She saw an advert for a flat she was particularly interested in and con... (4 pages)View decision -
Decision Reference DRN-3411548
12 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3411548 The complaint Mr C is unhappy that Monzo Bank Ltd won’t reimburse the money that he lost to a scam. What happened In September 2021, Mr C received an e-mail at work by someone identifying themselves as his company director. He was asked to send a message to the mobile number pr... (3 pages)View decision -
Decision Reference DRN-3534315
12 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3534315 The complaint Mr A is unhappy Monzo Bank Ltd won’t refund money he lost as a result of a scam. What happened In mid-2020, Mr A made three payments from his Monzo account, the details of which I’ve set out below: - £161.94 card payment on 19 June 2020 - £804 international paymen... (3 pages)View decision -
Decision Reference DRN-3506152
12 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3506152 The complaint Miss S complains that Monzo Bank Ltd won’t reimburse the money she’s lost to a scam. What’s happened? Miss S has fallen victim to a cryptocurrency investment scam. She says that a man befriended her on a popular social media platform, and, after a while, he sugges... (7 pages)View decision -
Decision Reference DRN-3552108
12 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3552108 The complaint Mr S complained about Monzo Bank Limited. He said a cash machine debited his account but didn’t dispense his money, but Monzo refused to refund him. What happened On 30 May 2021, Mr S contacted Monzo and disputed a transaction. He said he’d used a ca... (4 pages)View decision
