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-3482665
28 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3482665 The complaint Mrs A is unhappy because Monzo Bank Ltd (“Monzo”) declined to refund £2,750 which she lost as the result of a scam. What happened The details of the complaint are well known to both parties, so I won’t go into every detail of what happened here. But in summary, bo... (6 pages)View decision -
Decision Reference DRN-3667015
28 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3667015 The complaint Mr C complains Monzo Bank Ltd (“Monzo”) refuse to refund him two transactions he didn’t authorise. What happened In February 2022, just before midday, two transactions amounting to £900 were made from Mr C’s account to the same retailer. The transactions were both... (4 pages)View decision -
Decision Reference DRN-3616002
27 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3616002 The complaint Miss A is unhappy that Monzo Bank Ltd won’t refund the money she lost after she fell victim to a 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 based on the submissions of both pa... (3 pages)View decision -
Decision Reference DRN-3635589
27 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3635589 The complaint Miss F complains that Monzo Bank Ltd did not reimburse the money she transferred to a fraudster. What happened Miss F has been the victim of two social media investment scams. The first one happened on 26 May 2021 when Miss F received a request to follow a lady wh... (5 pages)View decision -
Decision Reference DRN-3616015
26 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3616015 The complaint Miss R is unhappy that Monzo Bank Ltd won’t refund the money she lost after she fell victim to a 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 based on the submissions from both ... (3 pages)View decision -
Decision Reference DRN-3597000
26 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3597000 The complaint Mr G has complained Monzo Bank Ltd won’t refund him for transactions he didn’t make after his debit card was stolen. What happened Whilst Mr G was abroad early in 2022 he had his phone stolen along with cards and his driving license. He reported this to the police... (3 pages)View decision -
Decision Reference DRN-3710179
24 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3710179 The complaint Mr B is unhappy that Monzo Bank Ltd won’t refund the money he’s lost to a scam. What’s happened? Mr B has fallen victim to a purchase scam. He arranged to rent a car from a company he found on a popular social media platform. I’ll refer to the company as ‘BCH’ thr... (3 pages)View decision -
Decision Reference DRN-3662643
23 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3662643 The complaint Mr S complains that Monzo Bank Ltd will not refund card payments he believed were going to a legitimate trading company which he says turned out to be a scam. Mr A is represented in this matter by CEL Solicitors (“CEL”). For simplicity, I will refer to CEL’s acti... (2 pages)View decision -
Decision Reference DRN-3520706
23 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3520706 The complaint Miss O complains that Monzo Bank Ltd (Monzo) treated her poorly when dealing with a transaction she had asked to be reversed. What happened On 21 July 2021, Miss O’s car was clamped by a bailiff, and in order to release it she needed to make a payment to a company... (3 pages)View decision -
Decision Reference DRN-3676037
23 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3676037 The complaint Mr D complains that Monzo Bank Ltd won’t refund money he lost as a result of a scam. What happened Mr D received a message on a popular messaging application. It didn’t come from one of Mr D’s contacts. The sender suggested that they did know Mr D and were providi... (3 pages)View decision