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 1792 results
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Decision Reference DRN-4896608
17 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4896608 The complaint Mr L complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr L is being represented by a third party. To keep things simple, I will refer to Mr L throughout my decision. What happened The background of this... (3 pages)View decision -
Decision Reference DRN-4956159
16 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4956159 The complaint Mr O complains about Monzo Bank Ltd. He would like Monzo to refund him the money he has lost as a result of a scam. What happened The details of what happened are well known to both parties so I won’t repeat them here, but in summary, Mr O’s brother was speak... (3 pages)View decision -
Decision Reference DRN-5237473
16 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5237473 The complaint Miss Z complains Monzo Bank Ltd caused her considerable distress and inconvenience because she couldn’t access her account for two months. What happened Miss Z has a current account with Monzo Bank that she had difficulties opening. This complaint isn’t about t... (2 pages)View decision -
Decision Reference DRN-4752612
16 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4752612 The complaint Mr K is unhappy Monzo Bank Ltd will not refund the money he lost as a result of an authorised push payment (APP) scam. Mr K brought his complaint through a representative. For ease of reading I will refer solely to Mr K in this decision. What happened As both p... (5 pages)View decision -
Decision Reference DRN-5116620
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5116620 The complaint Miss A complains Monzo Bank Ltd didn’t do enough to help her when she fell victim to a scam. What happened Miss A has an account with Monzo. Miss A says she contacted Monzo on 6 February 2024 to say she’d just tried to pay for some accommodation abroad and real... (3 pages)View decision -
Decision Reference DRN-5264008
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5264008 The complaint Miss B has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In 2021, Miss B came across online scammers posing as trading brokers. They offered huge returns for small investments. Miss B submitted an e... (5 pages)View decision -
Decision Reference DRN-5263649
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5263649 The complaint Mr H complains Monzo Bank Ltd didn’t do enough when he was the victim of identity theft and fraud. What happened Mr H has an account with Monzo and accounts elsewhere. Mr H says he received a text from a delivery company saying he’d missed a delivery and needed... (3 pages)View decision -
Decision Reference DRN-4776978
15 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4776978 The complaint Mr J complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost when he fell victim to a scam. Mr J is being represented by solicitors in this complaint. What happened The background to this complaint is well known to both parties and has been previou... (3 pages)View decision -
Decision Reference DRN-5086159
15 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5086159 The complaint Miss A complained because Monzo Bank Ltd refused to refund her for transactions she said she didn’t make. What happened On 17 May 2023, Miss A contacted Monzo. She said there were two debits on her account which she hadn’t made: - £70 at a cash machine on 1 M... (4 pages)View decision -
Decision Reference DRN-5176927
15 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5176927 The complaint Mr P complains that he was unable to use his debit card from Monzo Bank Ltd to pay for items while on a flight. What happened Mr P explains that he is diabetic and needed to buy food and drink while on a long flight. But that staff of the travel company he’d us... (2 pages)View decision
