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-3229161
21 Apr 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3229161 The complaint Ms A complains that Monzo Bank Ltd (“Monzo”) have failed to refund money she lost as part of a cryptocurrency 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 reason... (2 pages)View decision -
Decision Reference DRN-3421220
19 Apr 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3421220 Complaint Mr K is unhappy that Monzo Bank Ltd (“Monzo”) recorded a fraud prevention marker against him. Background In March 2021, Mr K received a number of payments into his Monzo account. Monzo subsequently received seven fraud notifications from a number of different banks sa... (3 pages)View decision -
Decision Reference DRN-3039923
14 Apr 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3039923 The complaint Miss T is unhappy that Monzo Bank Ltd won’t refund payments she didn’t authorise. What happened On 16 July 2020, Miss T received a text that appeared to be from Monzo telling her to expect a call about suspicious activity on her account. She later received this ca... (5 pages)View decision -
Decision Reference DRN-3245190
14 Apr 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3245190 The complaint Miss W is complaining that Monzo Bank Ltd won’t refund a transaction she didn’t authorise. What happened On 8 January 2021, Miss W was contacted by someone claiming to be from Monzo. She’s said they told her they would help with a fraudulent payment. As part of ... (3 pages)View decision -
Decision Reference DRN-3308710
6 Apr 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3308710 The complaint Mrs H complains that Monzo Bank Ltd (Monzo) won’t refund the money she lost when she was the victim of a scam. What happened On 5 August 2021 Mrs H paid £1,407.60 to a holiday rental company host. She later found out the holiday rental site was a clone of a genuin... (3 pages)View decision -
Decision Reference DRN-3358680
31 Mar 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3358680 The complaint Mr W is unhappy that Monzo Bank Ltd won’t refund the money he’s lost to a scam. What’s happened? Mr W saw a private advert for a van on a well-known online marketplace. On 29 October 2020, he says he contacted the seller via telephone and had a long conversation w... (3 pages)View decision -
Decision Reference DRN-3395999
31 Mar 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3395999 The complaint Ms F is unhappy that Monzo Bank Ltd won’t refund the money she’s lost to a fraudster. What’s happened? Ms F says she saw a private advert for a van on a well-known online marketplace. She’s used the marketplace many times in the past without any problems. She cont... (4 pages)View decision -
Decision Reference DRN-3325932
31 Mar 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3325932 The complaint Miss T is unhappy that Monzo Bank Ltd won’t refund the money she’s lost to a fraudster. What’s happened? Miss T has fallen victim to a purchase scam. On 2 January 2021, Miss T sent £240 via faster payment to buy a pair of trainers from a seller she had found on a ... (3 pages)View decision -
Decision Reference DRN-3362577
30 Mar 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3362577 The complaint Mr B complains that Monzo Bank Ltd loaded a marker against him on the National Fraud Database. He’d like the marker removed and compensation for the impact on him. What happened Mr B had a bank account with Monzo. On 22 April 2021 Mr B received a transfer of £50 i... (2 pages)View decision -
Decision Reference DRN-3328570
30 Mar 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3328570 The complaint Miss M is unhappy that Monzo Bank Ltd won’t refund the money she’s lost to a fraudster. What’s happened? Miss M has fallen victim to a safe account scam. She says that, on 8 June 2021, she missed lots of calls from different telephone numbers whilst in a meeting a... (4 pages)View decision
