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-3949631
14 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3949631 The complaint Mr L complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost after falling victim to a scam. What happened In 2022, Mr L posted an advert online looking for someone local to do some maintenance work on his home. Mr L says he had three responses, which i... (4 pages)View decision -
Decision Reference DRN-4185537
13 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4185537 The complaint Mr K complains that Monzo Bank Ltd won’t refund him the money he lost when he was the victim of a scam. What happened In August 2022, Mr K was looking to renew his car insurance. He wasn’t happy with any of the quotes he found online, but he then received a phone ... (4 pages)View decision -
Decision Reference DRN-3903965
9 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3903965 The complaint Mr P says Monzo Bank Ltd (“Monzo”), didn’t do enough to help when he fell victim to a cryptocurrency investment scam. He says Monzo should reimburse him for the money he lost. What happened The details of this case have been clearly set out by our Investigator. As... (6 pages)View decision -
Decision Reference DRN-4113356
9 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4113356 The complaint Miss R complains that Monzo Bank Ltd refuses to refund money she lost to a scammer. What happened Miss R set up an account with an online marketplace so that she could sell some items, I’ll refer to the company as “V”. After setting her account up and listing her ... (3 pages)View decision -
Decision Reference DRN-3984599
9 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3984599 The complaint Mr H complains Monzo Bank Ltd didn’t help him when he became the victim of a scam whilst abroad. What happened Mr H had an account with Monzo Bank with a debit card – he’s closed the account since bringing this complaint given Monzo Bank’s response which he says w... (3 pages)View decision -
Decision Reference DRN-4171072
6 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4171072 The complaint and background Miss O complains that Monzo Bank Ltd will not refund money she lost to an investment scam. In summary, this complaint concerns a series of payments that Miss O attempted to make in January 2022, towards what she thought was a genuine investment vent... (6 pages)View decision -
Decision Reference DRN-3720076
2 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3720076 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost, after he fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here. But briefly, and base... (4 pages)View decision -
Decision Reference DRN-4076920
2 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4076920 The complaint Ms R complains that Monzo Bank Ltd won’t refund the money she lost to an investment 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 giving the reason... (3 pages)View decision -
Decision Reference DRN-4158966
1 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4158966 The complaint and what happened Mr C complains Monzo Bank Ltd won’t reimburse money he lost to an investment scam. The details of this complaint are well known to both parties and so I won’t repeat them in full here. Rather, I’ll set out a summary and focus on giving reasons fo... (4 pages)View decision -
Decision Reference DRN-4164863
1 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4164863 The complaint Ms C complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In November 2021, Ms C received a message through an instant messaging app from someone who referred to her as “Mum” and said their phone had been d... (4 pages)View decision