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-3046183
18 Nov 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3046183 The complaint Ms C is complaining that Monzo Bank Ltd won’t refund transactions she didn’t authorise. What happened On 29 July 2020, Ms C was contacted by someone claiming to be from Monzo’s fraud detection team – they said they’d noticed two fraudulent direct debits and that... (3 pages)View decision -
Decision Reference DRN-2984922
18 Nov 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-2984922 The complaint Ms C and Mr H are complaining that Monzo Bank Ltd won’t refund transactions they didn’t authorise. What happened On 29 July 2020, Ms C was contacted by someone claiming to be from Monzo’s fraud detection team – they said they’d noticed two fraudulent direct debit... (3 pages)View decision -
Decision Reference DRN-3025180
17 Nov 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3025180 The complaint Miss M complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In September 2020, Miss M was looking for a rental property as the tenancy at her existing property was coming to an end. She’d been speaking wit... (4 pages)View decision -
Decision Reference DRN-3142888
16 Nov 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3142888 The complaint Mr C complains that Monzo Bank Ltd (Monzo) won’t refund the money he lost when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on gi... (2 pages)View decision -
Decision Reference DRN-3033606
11 Nov 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3033606 The complaint Mr H is unhappy that Monzo Bank Ltd closed his bank account with immediate effect and didn’t initially release his funds. He’d like an apology and compensation for the impact. What happened Mr H had a bank account with Monzo. In June and July 2020 Monzo asked Mr H... (2 pages)View decision -
Decision Reference DRN-3147094
5 Nov 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3147094 The complaint Mr A is unhappy that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened I issued my provisional decision on this complaint on 20 October 2021. The background and circumstances of the case and the reasons why I was not minde... (6 pages)View decision -
Decision Reference DRN-3039583
4 Nov 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3039583 The complaint Miss P is unhappy Monzo Bank Ltd (“Monzo”), won’t reimburse her for the money she lost when she fell victim to an ‘authorised push payment’ (“APP”) rental accommodation scam. What happened The details of this case have been clearly set out by our investigator. As ... (3 pages)View decision -
Decision Reference DRN-3098579
1 Nov 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3098579 The complaint Mr R is unhappy with the customer service he received from Monzo Bank Ltd (Monzo) following a chargeback request. What happened Mr R raised a chargeback request due to the delays in receiving a refund on an online purchase. Monzo credited Mr R’s account with the d... (3 pages)View decision -
Decision Reference DRN-3047714
1 Nov 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3047714 The complaint Mr S complains that Monzo Bank Ltd restricted his accounts. Mr S says this caused him severe financial distress and not able to pay other bills which resulted in defaults being applied to his credit file. Mr S would like compensation. What happened Mr S held an ac... (3 pages)View decision -
Decision Reference DRN-3004692
26 Oct 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3004692 The complaint Mr P complains about the way Monzo Bank Ltd handled a chargeback he raised. What happened In October 2020 Mr P purchased some clothing online using his Monzo Bank Ltd card. On 20 and 21 October 2020 Mr P raised a transaction dispute via Monzo – he said an item was... (5 pages)View decision
