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-3421170
8 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3421170 The complaint Mr M complains that Monzo Bank Ltd won’t refund disputed transactions made from his account. He’s also unhappy that Monzo Bank Ltd closed his bank account. What happened On 18 March 2021 a payment was made from Mr M’s account to an e-money provider I’ll call P. Mr... (3 pages)View decision -
Decision Reference DRN-3543608
7 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3543608 The complaint Mr J complains that Monzo Bank Ltd (“Monzo”) failed to protect him from falling victim to an investment scam and refused to refund the money he lost. What happened The full details of this complaint are well known to both parties, so I don’t intend to repeat every... (3 pages)View decision -
Decision Reference DRN-3581825
6 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3581825 The complaint Mr C complains that Monzo Bank Limited won’t refund an unsuccessful cash machine withdrawal that debited his account but didn’t dispense all the cash he requested. What happened On 5 September 2021, Mr C attempted to withdraw £100 from a cash machine using his Mon... (2 pages)View decision -
Decision Reference DRN-3465804
4 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3465804 The complaint Miss M says Monzo Bank Ltd did not recover and refund in full money she paid to a fraudulent company. What happened Miss M contacted Monzo on 6 October 2021 saying she wanted to raise a chargeback for payments she had made to a third party for services that had no... (2 pages)View decision -
Decision Reference DRN-3552214
2 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3552214 The complaint Miss A complained because Monzo Bank Limited refused to refund her for a transaction which she said she didn’t authorise. What happened On 21 September 2021, Miss A rang Monzo. She said she’d had a notification on her phone that she’d spent £130.96 at a clothing r... (2 pages)View decision -
Decision Reference DRN-3535349
1 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3535349 The complaint Miss A complains that Monzo Bank Ltd added a marker about her at CIFAS the national fraud database when it closed her account. What happened Miss A said she found out about the marker when her bank account at a different financial business was closed. She says she... (3 pages)View decision -
Decision Reference DRN-3571914
30 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3571914 The complaint Mr K is unhappy that Monzo Bank Ltd has declined to refund him after he was the victim of a scam, where he thought he was sending money to HMRC. What happened I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circ... (10 pages)View decision -
Decision Reference DRN-3568018
29 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3568018 The complaint Miss U is unhappy with Monzo Bank Ltd because it’s not refunding the money she lost after she became the victim of a scam. What happened I’m not going to cover all the points raised in detail. The view of 19 November 2021 covered the detailed timeline of the trans... (7 pages)View decision -
Decision Reference DRN-3568510
29 Jun 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3568510 The complaint Mrs F complains Monzo Bank Ltd won’t reimburse her in full for money she lost when falling victim to a bank impersonation scam. What happened In March 2021, Mrs F received texts purportedly from another bank she is a customer of, which I’ll call “B”, to ask if she... (5 pages)View decision -
Decision Reference DRN-3505487
29 Jun 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3505487 The complaint Miss R complains that Monzo Bank Ltd failed to refund a transaction she didn’t recognise and took too long to investigate her concerns. What happened Miss R was with a group of people, some of whom were her friends. One of these people asked to borrow Miss R’s pho... (3 pages)View decision
