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
-
Decision Reference DRN-4083787
5 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4083787 The complaint Miss E complains about Monzo Bank Ltd. She says that Monzo didn’t do enough to prevent her from becoming the victim of a scam and would like Monzo to refund her the money she has lost as a result. What happened Miss E was sent an Instagram message from a trusted f... (4 pages)View decision -
Decision Reference DRN-4215794
1 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4215794 The complaint Mr F complained that Monzo Bank Limited: - blocked his card after he reported fraudulent transactions on his account; and - tried to charge him £50 for a new metal card. What happened On 23 November 2022, Mr F contacted Monzo by chat. He disputed several £7.99 tra... (4 pages)View decision -
Decision Reference DRN-4108381
30 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4108381 The complaint Mr D holds a current account with Monzo Bank Ltd (Monzo). He was the victim of fraud. The fraudsters contacted him by text and phone and persuaded him to transfer around £9,700 to them from his Monzo account. Mr D thinks that Monzo failed to protect him from the f... (4 pages)View decision -
Decision Reference DRN-3742904
30 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3742904 The complaint Mr F complains that Monzo Bank Ltd has declined to refund the losses he suffered when he attempted to rent a property in 2022. What happened Mr F holds an account with Monzo. In 2022, Mr F’s previous tenancy was ending, and he was looking to rent a new property. H... (4 pages)View decision -
Decision Reference DRN-3822747
30 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3822747 The complaint Miss F complains that Monzo Bank Ltd hasn’t refunded her for money she lost when she fell victim to a scam. Miss F brings her complaint with the aid of professional representation, but for clarity in what follows I will refer throughout just to Miss F. What happen... (4 pages)View decision -
Decision Reference DRN-3927121
30 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3927121 The complaint Mrs S complains about Monzo Bank Ltd. She says that Monzo didn’t do enough to protect her when she became the victim of a scam and would like Monzo to refund her the money she has lost as a result. What happened Mrs S was looking online for investment and came acr... (5 pages)View decision -
Decision Reference DRN-3813676
29 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3813676 The complaint Mr R complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like Monzo to refund him the money he has lost as a result of the scam. What happened On 12 February 2022, Mr R saw a notification... (3 pages)View decision -
Decision Reference DRN-4066027
29 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4066027 The complaint Mr A is unhappy Monzo Bank Ltd will not refund the money he lost as the result of an investment scam. Mr A’s complaint has been brought by a representative, for ease of reading I will refer solely to Mr A in this decision. What happened All the details are well kn... (4 pages)View decision -
Decision Reference DRN-4121632
29 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4121632 The complaint Mr H complains Monzo Bank Ltd hasn’t refunded transactions he’s disputed. He’s also unhappy about its poor customer service. What happened Mr H had an account with Monzo Bank. Monzo Bank took the decision to close his account after the transactions Mr H has disput... (2 pages)View decision -
Decision Reference DRN-4042990
29 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4042990 The complaint Mr D complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost, after he fell victim to an ‘authorised push payment’ (“APP”) scam. Mr D in bringing his complaint to our service is being represented. For ease, I’ll refer to Mr D throughout, even where the ... (6 pages)View decision