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-3366814
30 Mar 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3366814 The complaint Mr and Mrs S are unhappy that Monzo has decided not to refund them their remaining losses after they were the victims of an investment scam. The funds were sent to two separate accounts held with Monzo. What happened Mr and Mrs S say they were persuaded to invest ... (5 pages)View decision -
Decision Reference DRN-3323365
30 Mar 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3323365 The complaint Mr P is unhappy that Monzo Bank Ltd won’t refund the money he’s lost to a fraudster. What’s happened? In May 2021, Mr P noticed some suspicious activity on his Monzo account. He was reporting it to Monzo using its online chat function when he received a telephone ... (3 pages)View decision -
Decision Reference DRN-3341555
29 Mar 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3341555 The complaint Mr M is unhappy that Monzo Bank Ltd (Monzo) didn’t do more to help him after he fell victim to a scam and lost £1,326.25 as a result. What happened The facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In summary: M... (5 pages)View decision -
Decision Reference DRN-3211860
28 Mar 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3211860 The complaint Miss M complains that Monzo Bank Ltd will not refund the money she lost after paying for some items she did not receive. What happened Miss M had found a seller who claimed to be selling branded items from well-known retailers at half-price. The seller was using a... (4 pages)View decision -
Decision Reference DRN-3390889
25 Mar 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3390889 The complaint Miss A is unhappy Monzo Bank Ltd (“Monzo”), won’t refund the money she lost after falling victim to an authorised push payment (“APP”) investment scam whereby she sent money to three accounts held at Monzo. What happened In summary, Miss A fell victim to a social ... (5 pages)View decision -
Decision Reference DRN-3358791
24 Mar 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3358791 The complaint Mr H complains that Monzo Bank Ltd lent irresponsibly when it approved his overdraft application. What happened In March 2019 Mr H applied for an overdraft with Monzo. Mr H gave a monthly income of £1,229 and Monzo used assumed outgoings of £890 a month in its aff... (2 pages)View decision -
Decision Reference DRN-3390625
24 Mar 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3390625 The complaint Miss A complains that Monzo Bank Ltd (Monzo) won’t refund the money she lost when she fell victim to a scam. What happened In August 2020, Miss A received an automated call purporting to be from HMRC, claiming she was being investigated for tax evasion and fraud.... (3 pages)View decision -
Decision Reference DRN-3384239
21 Mar 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3384239 The complaint Mr F complains Monzo Bank Limited didn’t apply its gambling block the way it said it would and that he gambled and lost money as a result. What happened Mr F has an account with Monzo Bank and, he says, a couple of other businesses. Monzo offers its customers the ... (4 pages)View decision -
Decision Reference DRN-3370148
18 Mar 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3370148 The complaint Mr G complains that Monzo Bank Ltd failed to refund transactions that he didn’t recognise. What happened Mr G has said that he noticed a payment to a company he didn’t recognise, which I’ll refer to as P. When the account was examined, there was a further earlier ... (3 pages)View decision -
Decision Reference DRN-3320420
14 Mar 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3320420 The complaint Mr A complains that Monzo Bank Ltd (“Monzo”) applied a default against his bank account. He says they didn’t attempt to contact him to discuss this. What happened The facts of this complaint are well known to both parties. So, I won’t go into much detail about the... (2 pages)View decision
