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-3521059
29 Jun 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3521059 The complaint Miss O complains that Monzo Bank Ltd failed to refund transactions from her account that she didn’t recognise. What happened Miss O became aware that several withdrawals had been made from her account at an automated teller machine (ATM) in the early hours of the ... (3 pages)View decision -
Decision Reference DRN-3562921
29 Jun 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3562921 Complaint Mr A is unhappy that Monzo Bank Ltd (“Monzo”) recorded a fraud prevention marker against him. Background Mr A opened an account with Monzo in October 2020. Between November 2020 and January 2021, Mr A’s account received credits from a number of different accounts. Mos... (3 pages)View decision -
Decision Reference DRN-3520384
27 Jun 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3520384 The complaint Mr R complained because Monzo Bank Limited refused to refund him for transactions which he said he didn’t authorise. What happened On 17 May 2021, there was a credit to Mr R’s account for £7,665. The same day there was a debit to a cryptocurrency organisation for ... (4 pages)View decision -
Decision Reference DRN-3387551
27 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3387551 The complaint Mr H complains about the service provided by Monzo Bank Ltd when he tried to reverse a payment. What happened In August 2021 Mr H contacted Monzo via its chat facility and asked it to reverse a payment of £235 he’d made to a business (A). Mr H told Monzo he was s... (2 pages)View decision -
Decision Reference DRN-3510281
27 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3510281 The complaint Miss L is unhappy that Monzo Bank Ltd hasn’t reimbursed the money she lost after she fell victim to a purchase scam. Background Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that in ... (3 pages)View decision -
Decision Reference DRN-3483813
24 Jun 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3483813 The complaint Miss A complains that Monzo Bank Ltd failed to refund transactions she didn’t recognise and closed her account. What happened Miss A noticed two payments to a merchant who I’ll refer to as V. These payments were made using a newly issued debit card from Monzo. The... (4 pages)View decision -
Decision Reference DRN-3330480
24 Jun 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3330480 The complaint Mr P complains that Monzo Bank Ltd failed to refund transactions that he didn’t recognise. What happened Mr P received a notification on his Monzo banking app that a payment had just been made which he didn’t recognise. Mr P blocked his own card and then noticed a... (3 pages)View decision -
Decision Reference DRN-3439627
23 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3439627 The complaint Mr T is unhappy that Monzo Bank Ltd won’t refund the money he’s lost to a scam. What happened On 16 December 2021, Mr T made a payment of £125 towards what he thought was a video game console from a seller on a social media marketplace. Mr T saw the games console ... (4 pages)View decision -
Decision Reference DRN-3548813
23 Jun 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3548813 Complaint Mr S is unhappy that Monzo Bank Ltd (“Monzo”) registered a fraud prevention marker against him. Background In September 2021, Mr S’ account received a payment of £400 into it. The funds were immediately transferred to a crypto-currency account. Monzo subsequently rece... (3 pages)View decision -
Decision Reference DRN-3474673
22 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3474673 The complaint Miss N complains that Monzo Bank Ltd (Monzo) won’t refund the money she lost in a scam. What happened Miss N says that she received a call and heard a pre-recorded message saying it was HMRC and asking her to press a key to get through to someone, which Miss N did... (4 pages)View decision
