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 1868 results
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Decision Reference DRN-5266949
23 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5266949 The complaint Miss K complains that Monzo Bank Ltd hasn’t reimbursed her under the Contingent Reimbursement Model (“CRM”) code for payments she made due to a romance scam. What happened Miss K met someone online I’ll call ‘Z’ and from January 2023 was persuaded to send them ... (4 pages)View decision -
Decision Reference DRN-4400819
23 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4400819 The complaint Mr Y complains that Monzo Bank Ltd hasn’t refunded any of the money he lost when he fell victim to an investment scam. What happened In mid-2022, Mr Y says he received an email that appeared to be from a friend. This discussed an investment in cryptocurrency, ... (5 pages)View decision -
Decision Reference DRN-5205808
22 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5205808 The complaint Miss B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss B had held an account with Monzo since early 2023. This wasn’t her main account as her salary was paid into another account... (2 pages)View decision -
Decision Reference DRN-5082215
19 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5082215 The complaint Mr A complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an advance fee scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known ... (5 pages)View decision -
Decision Reference DRN-4959309
17 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4959309 The complaint Mr M complains that Monzo Bank Ltd won’t refund him 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 in detail here. But in su... (6 pages)View decision -
Decision Reference DRN-5268437
17 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5268437 The complaint Miss B complains Monzo Bank Ltd took too long to refund her after she was the victim of fraud, causing her unnecessary distress and inconvenience. What happened I sent the parties a provisional decision in January 2024, in which I set out the following backgrou... (4 pages)View decision -
Decision Reference DRN-4896608
17 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4896608 The complaint Mr L complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr L is being represented by a third party. To keep things simple, I will refer to Mr L throughout my decision. What happened The background of this... (3 pages)View decision -
Decision Reference DRN-4956159
16 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4956159 The complaint Mr O complains about Monzo Bank Ltd. He would like Monzo to refund him the money he has lost as a result of a scam. What happened The details of what happened are well known to both parties so I won’t repeat them here, but in summary, Mr O’s brother was speak... (3 pages)View decision -
Decision Reference DRN-5237473
16 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5237473 The complaint Miss Z complains Monzo Bank Ltd caused her considerable distress and inconvenience because she couldn’t access her account for two months. What happened Miss Z has a current account with Monzo Bank that she had difficulties opening. This complaint isn’t about t... (2 pages)View decision -
Decision Reference DRN-4752612
16 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4752612 The complaint Mr K is unhappy Monzo Bank Ltd will not refund the money he lost as a result of an authorised push payment (APP) scam. Mr K brought his complaint through a representative. For ease of reading I will refer solely to Mr K in this decision. What happened As both p... (5 pages)View decision
