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 1735 results
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Decision Reference DRN-4979956
22 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4979956 The complaint Mr G complains that Monzo Bank Ltd won’t refund the money he lost as the result of an Authorised Push Payment (‘APP’) scam. What happened The circumstances which led to this complaint are well known to both parties, so I won’t repeat them all here. But in summa... (4 pages)View decision -
Decision Reference DRN-5096467
21 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5096467 The complaint Mr Z has complained that Monzo Bank Ltd registered a fraud marker against him. What happened In summer 2023, Mr Z received some money into his Monzo account, which he quickly forwarded on to an account of his with another bank. Monzo received a report that the ... (3 pages)View decision -
Decision Reference DRN-4762331
21 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4762331 The complaint Miss O complains that Monzo Bank Ltd failed to recover money which she had transferred in error. What happened On 13 December 2023 made a transfer of £150 from her Monzo account to an account in the name of someone I’ll call L. She had intended it to go to a di... (2 pages)View decision -
Decision Reference DRN-4634390
21 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4634390 The complaint Mr B complains that Monzo Bank Ltd, has not met its obligations in regard to a deposit for a party. What happened In October 2023 Mr B paid £500 deposit for a party at a venue due in November 2023. Roughly five days before the event Mr ... (2 pages)View decision -
Decision Reference DRN-5016436
19 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5016436 The complaint Ms M complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in an investment scam. What happened What Ms M says: Ms M is represented by a third-party claims firm. She says she was introduced to an investment opportunity with a firm (which I will c... (7 pages)View decision -
Decision Reference DRN-5060238
18 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5060238 Complaint Miss S is unhappy that Monzo Bank Ltd didn’t refund her after she fell victim to a scam. Background In June 2024, Miss S received a phone call from an individual claiming to work for Monzo. The caller led her through what appeared to be a legitimate security proces... (3 pages)View decision -
Decision Reference DRN-5092501
18 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5092501 The complaint Miss B has complained that Monzo bank acted irresponsibly when it provided her with a number of different credit facilities, including an overdraft in 2021. This decision will only consider what happened in relation to Miss B’s overdraft facility as her concer... (4 pages)View decision -
Decision Reference DRN-5046281
18 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5046281 The complaint Mr T complains that Monzo Bank Ltd have failed to refund £4,022.82 he says he lost to a crypto investment scam. Mr T is being supported in his complaint by a representative – but for ease, I’ll refer to Mr T throughout this decision. The details of this complai... (3 pages)View decision -
Decision Reference DRN-5059782
17 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5059782 The complaint Mr T is unhappy with Monzo Bank Ltd. He said the bank failed to identify his vulnerability and didn’t protect him from his gambling addiction. What happened Mr T said he was a problem gambler and has been gambling for more than two decades. He said he prioriti... (3 pages)View decision -
Decision Reference DRN-4976899
17 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4976899 The complaint Ms M complains that Monzo bank Ltd won’t refund the money she lost after falling victim to a scam. Ms M is represented in this complaint by a solicitor. But for simplicity I will refer to Ms M throughout this decision, even when referencing what her representa... (2 pages)View decision
