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-4758028
26 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4758028 The complaint Mrs S complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. Mrs S is being represented by a third party. To keep things simple, I will refer to Mrs S throughout my decision. What happened The background of ... (4 pages)View decision -
Decision Reference DRN-4432850
25 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4432850 The complaint Miss W complains that Monzo Bank Ltd hasn’t reimbursed her for money she lost through a scam. What happened In June 2023, Miss W received a message in an existing thread of correspondence with a credit card provider. It claimed that a new card request had been... (4 pages)View decision -
Decision Reference DRN-4801139
25 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4801139 The complaint Mr P complains that Monzo Bank Ltd won’t refund the money he lost to a job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything in detail again here. However, in summary, Mr P and his girlfriend fell vic... (4 pages)View decision -
Decision Reference DRN-5018566
25 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5018566 The complaint Miss P complains that Monzo Bank Ltd hasn’t refunded disputed transactions on her account. What happened On 26 August 2023 Miss P received an e-mail about needing to pay for a hotel. Miss P said she was expecting to pay for a hotel at the time, so she clicked ... (3 pages)View decision -
Decision Reference DRN-4897977
24 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4897977 The complaint Mr O complains that Monzo Bank Ltd won’t reimburse him after he fell victim to a scam. Mr O is professionally represented in bringing his complaint to our service, but for ease of reference I’ll refer to all submissions as being made by Mr O directly. What happ... (4 pages)View decision -
Decision Reference DRN-4997111
24 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4997111 The complaint Mr A has complained that Monzo Bank Ltd registered a fraud marker against him. What happened One day in summer 2023, Mr A received several thousand pounds into his Monzo account. He quickly withdrew some of it in cash, transferred some to his other account at a... (3 pages)View decision -
Decision Reference DRN-4945982
24 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4945982 The complaint Mr G complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he fell victim to a scam. What happened What Mr G says Mr G says that he received a request to approve a card payment from his account with another bank. I’ll refer to this bank a... (4 pages)View decision -
Decision Reference DRN-4987360
24 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4987360 The complaint Mr S has complained that Monzo Bank Limited (“Monzo”) showed a lack of care by allowing multiple payments to be sent to a cryptocurrency exchange without giving him an appropriate warning. What happened The background of this complaint is already known to both... (5 pages)View decision -
Decision Reference DRN-4915564
24 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4915564 Complaint Mr S is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background Mr S had been looking for work and had applied for various roles online. He was contacted by someone who claimed to be recruiting for a role. The role was apparently... (5 pages)View decision -
Decision Reference DRN-5038873
24 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5038873 The complaint Miss L complains Monzo Bank Ltd hasn’t treated her fairly in relation to a loan she was tricked into taking out during a scam. What happened Miss L has accounts with a number of businesses, including an account with a business who I’ll refer to as “R” throughou... (3 pages)View decision
