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-3153787
8 Dec 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3153787 The complaint Mr W is unhappy because Monzo Bank Ltd did not reimburse the money he 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 June 2020, Mr W was... (5 pages)View decision -
Decision Reference DRN-3164814
8 Dec 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3164814 The complaint Miss C complains Monzo Bank Ltd closed her account and defaulted her unfairly. What happened Miss C had an account with Monzo. Monzo says Miss C contacted them on 5 August 2020 to say that her car had been broken into and that her mobile phone, debit card and othe... (2 pages)View decision -
Decision Reference DRN-3198884
6 Dec 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3198884 complaint Miss 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 August 2020 Miss T w... (5 pages)View decision -
Decision Reference DRN-2579379
6 Dec 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-2579379 The complaint Mr S complains Monzo Bank Ltd didn’t reimburse the money he lost when he was tricked into paying for an item he did not receive. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties... (3 pages)View decision -
Decision Reference DRN-2921224
3 Dec 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-2921224 The complaint and what happened Miss C complains that Monzo Bank Ltd won’t reimburse transactions she didn’t make or otherwise authorise. The full details of this complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll recap the key points a... (3 pages)View decision -
Decision Reference DRN-3194291
2 Dec 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3194291 The complaint Mr C is unhappy that Monzo Bank Ltd won’t refund him after he lost money to a scam. What happened Mr C says that he was looking to buy a car and came across an advert on a social media platform for a 2015 Nissan Juke. Unbeknownst to him, the seller was in fact a ... (5 pages)View decision -
Decision Reference DRN-3165241
2 Dec 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3165241 The complaint Mr C complains that Monzo Bank Ltd won’t refund transactions on his account he says he didn’t make or authorise. He also complaint about the closure of his account. What happened Mr C had an account with Monzo. On 30 October 2020, two transactions were made from ... (4 pages)View decision -
Decision Reference DRN-3190520
1 Dec 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3190520 The complaint Mr and Mrs C complain Monzo Bank Ltd won’t refund money they lost when Mrs C fell victim to a scam. What happened Mr and Mrs C were due to fly abroad with their family. However, a mistake had been made on the spelling of the name on their daughter’s ticket. Wantin... (5 pages)View decision -
Decision Reference DRN-3130864
23 Nov 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3130864 The complaint Miss L is unhappy that Monzo Bank Ltd won’t refund money she lost to a scam. Miss L is represented in this complaint by a legal guardian. What happened Miss L was on a social media platform looking to buy a pair of trainers – considered to be luxury items because ... (4 pages)View decision -
Decision Reference DRN-3169659
18 Nov 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3169659 The complaint Miss A complains that Monzo Bank Ltd hasn’t refunded her after she fell victim to an investment scam. What happened Miss A found someone offering opportunities to invest through a social media account she follows. The account owner posed as a broker and said they... (5 pages)View decision
