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 2676 results
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Decision Reference DRN-3692121
18 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3692121 The complaint Miss P complains that Monzo Bank Ltd did not refund a payment she says she did not authorise. What happened Miss P advertised her sofa for sale on a website and received interest from a potential buyer. The buyer sent Miss P a link and explained she would receive ... (3 pages)View decision -
Decision Reference DRN-3766854
16 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3766854 The complaint Ms H complains that Monzo Bank Ltd (‘Monzo’) did not reimburse the money she transferred to a fraudster. What happened Ms H’s complaint was brought to this service by a representative. As the account is in Ms H’s name, I’ll mainly refer to Ms H in this decision. W... (5 pages)View decision -
Decision Reference DRN-3496000
15 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3496000 The complaint Mr B complains Monzo Bank Ltd didn’t reimburse the money he lost when he fell victim to a property rental scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail here. In brief, both parties accept that Mr... (4 pages)View decision -
Decision Reference DRN-3682523
14 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3682523 The complaint Miss A complains that Monzo closed her account and registered a Cifas marker against her without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not repeat every detail here. But in summary, in April 2021, a p... (3 pages)View decision -
Decision Reference DRN-3565878
11 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3565878 The complaint Company M complains that Monzo Bank Ltd didn’t do enough to prevent them losing out financially as a result of an authorised push payment (‘APP’) fraud. What happened The background to the complaint is well known to both parties and so I won’t repeat it at length ... (4 pages)View decision -
Decision Reference DRN-3798416
9 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3798416 The complaint Ms H complains that Monzo Bank Ltd won’t refund the money she lost to an investment scam. Miss H is represented by a third party in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments it has made as being made by Ms H hersel... (5 pages)View decision -
Decision Reference DRN-3678873
8 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3678873 The complaint T is unhappy that Monzo Bank Ltd won’t refund transactions it didn’t make. T’s sole director at the relevant time was Mr I, who I’ve referred to throughout the decision. What happened T received an email from someone purporting to be its website builder and host –... (2 pages)View decision -
Decision Reference DRN-3573328
8 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3573328 The complaint Miss T is unhappy that Monzo Bank Ltd won’t refund transactions she didn’t make. What happened Miss T has explained she was contacted by someone claiming to be from Monzo – they said someone was trying to set up Direct Debits and Apple Pay on her account. She reca... (2 pages)View decision -
Decision Reference DRN-3756721
8 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3756721 The complaint Miss M complains that Monzo Bank Ltd (“Monzo”) won’t reimburse a transaction of £900 that she says she didn’t make or otherwise authorise from her account. What happened Miss M holds an account with Monzo. She said that late one evening she was messaged by a frien... (3 pages)View decision -
Decision Reference DRN-3761221
8 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3761221 The complaint Miss D has complained that Monzo Bank Ltd (“Monzo”) acted irresponsibly by increasing her overdraft limit even though she couldn’t afford it and that the fees it applied made her financial situation worse. What happened Miss D applied and was approved for an overd... (3 pages)View decision