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 2651 results
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Decision Reference DRN-4258788
21 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4258788 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In late 2021, a friend of Mr M’s introduced him to an app they had been using. The app allowed users to buy different packages of tasks – which were t... (5 pages)View decision -
Decision Reference DRN-4249078
20 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4249078 The complaint Miss R complains that Monzo Bank Ltd (“Monzo”) refuses to refund her losses after she fell victim to a scam. Miss R is represented by a claims management company. What happened Miss R saw a link online for an advert for a cryptocurrency company. She saw some revie... (4 pages)View decision -
Decision Reference DRN-3963950
19 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3963950 The complaint Mr O complains that Monzo Bank Ltd added a marker about him to CIFAS, the national fraud database, when it closed his account. What happened Mr O says that he found out about the marker when he tried to open an account elsewhere. He says he wasn’t involved in any ... (4 pages)View decision -
Decision Reference DRN-4250878
18 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4250878 The complaint Mr M complained because Monzo Bank Limited refused to refund him for payments from his account, which he said he hadn’t authorised. What happened On 1 June 2022, a payment of £1.04 debited Mr M’s Monzo account, followed immediately by another for £24.26. There wer... (4 pages)View decision -
Decision Reference DRN-3808004
17 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3808004 The complaint Mr O has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In summer 2021, Mr O was looking to invest and found some cryptocurrency websites, who offered 25% returns over four days. He felt they were genuin... (4 pages)View decision -
Decision Reference DRN-3719388
14 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3719388 The complaint Ms G complains that Monzo Bank Ltd (’Monzo’) won’t refund money she lost as a result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In summary... (4 pages)View decision -
Decision Reference DRN-3744786
13 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3744786 The complaint Mrs H is unhappy that Monzo Bank Ltd won’t refund her money she lost as a result of fraud. What happened As both parties are familiar with the circumstances of this complaint, I have summarised them briefly below. Mrs H was previously victim of a separate investme... (5 pages)View decision -
Decision Reference DRN-4188418
11 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4188418 The complaint Mr H complains that Monzo Bank Ltd won’t refund payments he says he didn’t make from his account. What happened Mr H disputes over 200 online card payments from his account that come to more than £17,000. He says that Monzo Bank didn’t investigate what happened an... (3 pages)View decision -
Decision Reference DRN-4180151
6 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4180151 The complaint Mr B complains that Monzo Bank Ltd added a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr B says he has been the victim with his account being taken over. He says he wasn’t involved in receiving any fraudulent funds and ... (3 pages)View decision -
Decision Reference DRN-4222486
6 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4222486 The complaint Ms G complains that Monzo Bank Ltd (“Monzo”) refuses to refund her losses after she fell victim to a scam. What happened Ms G says she is part of an online community of sorts, with likeminded individuals on a social networking platform which I’ll call ‘F’. On 17 D... (4 pages)View decision