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 1792 results
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Decision Reference DRN-5045133
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5045133 The complaint Mr K complains Monzo Bank Ltd (“Monzo”) didn’t do enough to help get a refund for a purchase made on his debit card. What happened In August 2023, Mr K bought an item from a supplier I’ll call A. The item cost £599 and Mr K paid using his Monzo debit card. Mr ... (3 pages)View decision -
Decision Reference DRN-5203195
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5203195 The complaint Mr M has complained that Monzo Bank Ltd (“Monzo”) failed to protect him from falling victim to a job-based scam, and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it... (4 pages)View decision -
Decision Reference DRN-4837776
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4837776 The complaint Mrs L is unhappy that Monzo Bank Ltd will not refund the money she lost as the result of an authorised push payment (APP) scam. What happened Both parties are familiar with the details of the scam so I will provide only a summary here. It concerns the followin... (4 pages)View decision -
Decision Reference DRN-5145990
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5145990 The complaint Miss H has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss H had held an account with Monzo since September 2023. In 2024 Miss H was told by Monzo that they were closing her account.... (2 pages)View decision -
Decision Reference DRN-5124887
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5124887 The complaint Mr M has complained Monzo Bank Ltd won’t refund him for disputed transactions he didn’t make. What happened In September 2022 Mr M noticed many transactions on his Monzo account he didn’t recognise or believed he couldn’t have made. He’d recently been committed... (3 pages)View decision -
Decision Reference DRN-4423484
10 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4423484 The complaint Mr T has complained that Monzo Bank Ltd won’t refund transactions he says he didn’t make or otherwise authorise. Mr T is also unhappy Monzo closed his account. What happened Mr T had a current account with Monzo. Mr T is unhappy Monzo have not refunded him f... (5 pages)View decision -
Decision Reference DRN-5046980
8 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5046980 The complaint Mr C complains that Monzo Bank Limited blocked and closed his account without good reason and without proper assessment. He complains too that Monzo held onto the funds in the account and about the way in which it handled a data subject access request. What hap... (3 pages)View decision -
Decision Reference DRN-5225457
8 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5225457 The complaint Miss K complains Monzo Bank Ltd (Monzo) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this case are well known, so I won’t repeat them in detail. In summary, Miss K contacted Monzo on 10 June 202... (2 pages)View decision -
Decision Reference DRN-5034513
8 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5034513 The complaint Mrs U complains that Monzo Bank Ltd didn’t initiate chargebacks on some transactions she made which turned out to be scams. What happened The circumstances surrounding this complaint are well known to the parties, so I’ll briefly summarise what I consider to b... (2 pages)View decision -
Decision Reference DRN-4975706
8 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4975706 The complaint Ms Z complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost when she fell victim to a scam. What happened Ms Z says that in March 2023 she met a man on a dating site who said that he could help her to earn money by investing in cryptocurrency.... (5 pages)View decision
