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-4956939
30 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4956939 The complaint Mr K says Monzo Bank Ltd (“Monzo”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr K says he noticed six transactions on his account on 7 April 2024, which he says he didn’t authorise. These were all ApplePay ... (2 pages)View decision -
Decision Reference DRN-4983620
30 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4983620 The complaint Mr A is unhappy Monzo Bank Ltd didn’t intervene on payments he sent to a scammer. He says Monzo ought to have flagged the transactions as suspicious, and had it intervened the loss would have been prevented. What happened In November 2023 Mr A was tricked into ... (3 pages)View decision -
Decision Reference DRN-4713824
30 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4713824 The complaint Mr H complains that Monzo Bank closed his account without providing a proper explanation. Mr H is also unhappy about how Monzo handled his complaint. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a... (3 pages)View decision -
Decision Reference DRN-5049935
30 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5049935 The complaint Mr A complains that Monzo Bank Ltd won’t refund him after he fell victim to a scam. What happened On 11 September 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any more evidence and arguments before ... (5 pages)View decision -
Decision Reference DRN-4568220
27 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4568220 Complaint Mr A is unhappy that Monzo Bank Ltd didn’t refund him after he fell victim to a scam. Background Mr A was contacted through a social messaging app by someone promoting a job opportunity. After expressing interest, he was introduced to another individual who provide... (4 pages)View decision -
Decision Reference DRN-5012354
27 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5012354 The complaint Miss E complains about Monzo Bank Ltd. She says that Monzo didn’t do enough to protect her when she became the victim of a scam and would like it to refund her the money she has lost. What happened Miss E was contacted out of the blue by an individual offerin... (3 pages)View decision -
Decision Reference DRN-4911580
27 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4911580 Complaint Mrs A is unhappy that Monzo Bank Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background In late 2023, Mrs A was approached by someone on a messaging app offering her a job opportunity. She was told her role involved "data optimisa... (4 pages)View decision -
Decision Reference DRN-4977647
27 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4977647 The complaint Mr A complains that Monzo Bank Ltd loaded a fraud-related marker against his name with Cifas and it refuses to remove it. What happened Mr A says in 2023, he was taken advantage of by someone at his college (‘the scammer’) and persuaded to open a bank account ... (3 pages)View decision -
Decision Reference DRN-4923288
27 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4923288 The complaint Mr W complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment 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 t... (4 pages)View decision -
Decision Reference DRN-4913165
27 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4913165 The complaint Miss T complains that Monzo Bank Ltd won’t refund over £17,000 she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Miss T fell victim to a fake job scam afte... (4 pages)View decision
