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-5116620
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5116620 The complaint Miss A complains Monzo Bank Ltd didn’t do enough to help her when she fell victim to a scam. What happened Miss A has an account with Monzo. Miss A says she contacted Monzo on 6 February 2024 to say she’d just tried to pay for some accommodation abroad and real... (3 pages)View decision -
Decision Reference DRN-5264008
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5264008 The complaint Miss B has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In 2021, Miss B came across online scammers posing as trading brokers. They offered huge returns for small investments. Miss B submitted an e... (5 pages)View decision -
Decision Reference DRN-5263649
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5263649 The complaint Mr H complains Monzo Bank Ltd didn’t do enough when he was the victim of identity theft and fraud. What happened Mr H has an account with Monzo and accounts elsewhere. Mr H says he received a text from a delivery company saying he’d missed a delivery and needed... (3 pages)View decision -
Decision Reference DRN-4776978
15 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4776978 The complaint Mr J complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost when he fell victim to a scam. Mr J is being represented by solicitors in this complaint. What happened The background to this complaint is well known to both parties and has been previou... (3 pages)View decision -
Decision Reference DRN-5086159
15 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5086159 The complaint Miss A complained because Monzo Bank Ltd refused to refund her for transactions she said she didn’t make. What happened On 17 May 2023, Miss A contacted Monzo. She said there were two debits on her account which she hadn’t made: - £70 at a cash machine on 1 M... (4 pages)View decision -
Decision Reference DRN-5176927
15 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5176927 The complaint Mr P complains that he was unable to use his debit card from Monzo Bank Ltd to pay for items while on a flight. What happened Mr P explains that he is diabetic and needed to buy food and drink while on a long flight. But that staff of the travel company he’d us... (2 pages)View decision -
Decision Reference DRN-5045133
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5045133 The complaint Mr K complains Monzo Bank Ltd (“Monzo”) didn’t do enough to help get a refund for a purchase made on his debit card. What happened In August 2023, Mr K bought an item from a supplier I’ll call A. The item cost £599 and Mr K paid using his Monzo debit card. Mr ... (3 pages)View decision -
Decision Reference DRN-5203195
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5203195 The complaint Mr M has complained that Monzo Bank Ltd (“Monzo”) failed to protect him from falling victim to a job-based scam, and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it... (4 pages)View decision -
Decision Reference DRN-4837776
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4837776 The complaint Mrs L is unhappy that Monzo Bank Ltd will not refund the money she lost as the result of an authorised push payment (APP) scam. What happened Both parties are familiar with the details of the scam so I will provide only a summary here. It concerns the followin... (4 pages)View decision -
Decision Reference DRN-5145990
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5145990 The complaint Miss H has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss H had held an account with Monzo since September 2023. In 2024 Miss H was told by Monzo that they were closing her account.... (2 pages)View decision
