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-2926343
24 Sep 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2926343 The complaint Miss H complains that Monzo Bank Ltd won’t refund money she lost when she fell victim to a scam. What happened In March 2020 Miss H fell victim to a scam, while looking for a rental property. The background to this complaint is well-known to both parties, so I won... (5 pages)View decision -
Decision Reference DRN-2924502
23 Sep 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2924502 The complaint Ms M complains that Monzo Bank Ltd won’t refund money she lost, which she believes was as the result of a scam. What happened Based on the submissions of both parties, I understand the background to be as follows. Ms M was looking to get some negative links remove... (4 pages)View decision -
Decision Reference DRN-3047452
22 Sep 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3047452 The complaint Miss L complains that Monzo Bank Ltd won’t refund disputed transactions she says she didn’t make or authorise. What happened Miss L had a bank account with Monzo. She also held an account with another bank, which I will refer to as bank B. In April 2020, Miss L wa... (4 pages)View decision -
Decision Reference DRN-2710151
22 Sep 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-2710151 The complaint Ms B complains that Monzo Bank Ltd (“Monzo”) won’t refund her after falling victim to a scam. What happened In April 2020, Ms B was looking for a kitchen mixer and found one on an online market place. Ms B said she’d seen ads for people selling the mixer she was l... (4 pages)View decision -
Decision Reference DRN-3013745
15 Sep 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3013745 The complaint Mr K complains that Monzo Bank Ltd (“Monzo”) have failed to refund money he lost as part of a scam. What happened Mr K holds a bank account with Monzo. He made a payment of £1,000 on 28 May 2020 to an individual that was promoting an investment opportunity via soc... (4 pages)View decision -
Decision Reference DRN-3013295
14 Sep 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3013295 The complaint Mr T complains that Monzo Bank Ltd (Monzo) should have done more to stop some of the payments he’s made to a specific retailer, which I’ll call R, from being duplicated. What happened Mr T has a bank account with Monzo which he opened in September 2019. In early 2... (3 pages)View decision -
Decision Reference DRN-2969854
13 Sep 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2969854 The complaint Mr B complains that Monzo Bank Ltd blocked and then closed his account. He also complains that Monzo didn’t release money paid into his account to him. What happened Mr B had two accounts with Monzo. On 26 January 2020, £550 was paid into Mr B’s account, which he ... (3 pages)View decision -
Decision Reference DRN-2943563
13 Sep 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-2943563 The complaint Mr A complains that he’s been left without access to his money after Monzo Bank Ltd decided to close his account. What happened Mr A held an account with Monzo. In January 2020, following a review, Monzo decided to end their banking relationship with Mr A and clos... (3 pages)View decision -
Decision Reference DRN-3038298
9 Sep 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3038298 The complaint Mr S is unhappy that Monzo Bank Ltd won’t refund him after he lost money to a purchase scam. What happened I issued my provisional decision on this complaint on 25 August 2021. The background and circumstances of the case and the reasons why I was minded to not up... (6 pages)View decision -
Decision Reference DRN-3004888
7 Sep 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3004888 The complaint Mr C complains that Monzo Bank Ltd (“Monzo”) failed to process a transaction for a lottery ticket that would’ve won a prize if it had been successfully purchased. What happened Mr C attempted to purchase a lottery ticket on 3 April 2021 using his Monzo card. He sa... (2 pages)View decision
