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-3032871
14 Mar 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3032871 The complaint Mr S is unhappy that Monzo Bank Ltd won’t refund the money he’s lost to a fraudster. What’s happened? Mr S has fallen victim to a purchase scam. He arranged to lease a car from a company he found on a popular social media platform. I’ll refer to the company as ‘T’... (5 pages)View decision -
Decision Reference DRN-3201424
8 Mar 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3201424 The complaint Mr S is unhappy that Monzo Bank Ltd (trading as Monzo) didn’t cancel a debit card payment he made in error. What happened On 26 March 2021, Mr S made a payment of £693 using his debit card. Shortly after making the payment, he contacted Monzo to ask for the paymen... (3 pages)View decision -
Decision Reference DRN-3082737
22 Feb 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3082737 The complaint Mr K is unhappy that Monzo Bank Ltd (“Monzo”) will not refund the money he lost after paying for an item he did not receive. What happened Mr K wanted to buy a games console for a family member for Christmas. He went online and found the profile of someone selling... (5 pages)View decision -
Decision Reference DRN-3303213
17 Feb 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3303213 The complaint Miss R 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 two accounts held at Monzo. What happened The details of this case have been clearly se... (5 pages)View decision -
Decision Reference DRN-3025261
16 Feb 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3025261 Complaint Miss F is unhappy that Monzo Bank Ltd recorded a Cifas marker against her name. Background Miss F has an account with Monzo. In January 2021, Monzo received two reports from other banks. These reports claimed that funds paid into Miss F’s account had been obtained fra... (2 pages)View decision -
Decision Reference DRN-3190019
14 Feb 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3190019 The complaint Ms C complains that Monzo Bank Ltd (Monzo) won’t refund the money she lost when unrecognised transactions were made on her account. What happened What Ms C says Ms C says that on 7 December 2020 she received a text message about a pending tax rebate which included... (4 pages)View decision -
Decision Reference DRN-3149338
11 Feb 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3149338 The complaint Miss M complains that Monzo Bank Ltd won’t refund the money she lost, after she fell victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, in July 2021, Miss M was looki... (5 pages)View decision -
Decision Reference DRN-3149814
8 Feb 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3149814 The complaint Ms T is unhappy because Monzo Bank Ltd did not reimburse the money she transferred to a fraudster. 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 July 2020, Ms T re... (4 pages)View decision -
Decision Reference DRN-3156524
4 Feb 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3156524 The complaint Mr B has complained that Monzo Bank Ltd (“Monzo”) has failed in its duty of care to support him as a vulnerable consumer. Background Mr B has a bank account with Monzo. In 2020, Mr B started to buy cryptocurrency online. He says that over a matter of months he los... (4 pages)View decision -
Decision Reference DRN-3283190
3 Feb 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3283190 The complaint Miss P is unhappy that Monzo Bank Ltd will not refund the money she lost after paying for an item she did not receive. What happened Miss P wanted to buy a leather cardholder made by a luxury fashion brand. She found a profile on Instagram which presented itself a... (5 pages)View decision
