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 1715 results
-
Decision Reference DRN-4616940
2 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4616940 The complaint Ms P complains that Monzo Bank Ltd hasn’t done enough to assist her in recovering money she paid with her debit card for goods she bought from an online retailer. What happened While online, Ms P bought some clothing from a retailer “R”. She used a Monzo debit... (2 pages)View decision -
Decision Reference DRN-4862488
2 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4862488 The complaint Mr M has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr M was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record with CIFA... (2 pages)View decision -
Decision Reference DRN-4713976
30 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4713976 The complaint Mr W complains that Monzo Bank Ltd did not refund the money he says he lost to a scam. What happened I won’t repeat what happened in detail as both parties are aware of the circumstances of the complaint. In summary, Mr W says he was contacted on a messaging se... (4 pages)View decision -
Decision Reference DRN-4676671
30 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4676671 The complaint Mrs A has complained about the actions of Monzo Bank Ltd (Monzo) after she was the victim of an authorised push payment (APP) job scam. What happened In October 2023, Mrs A signed up to an online job opportunity which involved submitting reviews for hotels. Mr... (4 pages)View decision -
Decision Reference DRN-4911302
30 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4911302 The complaint Mr B complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In June 2023, Mr B received a text message from someone who said they worked for a recruitment agency and asked if they could pass him on to a rep... (3 pages)View decision -
Decision Reference DRN-4857980
30 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4857980 The complaint Miss W complains that Monzo Ltd did not refund the £4,146.30 she says she lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Miss W arranged to hire a marquee for ... (4 pages)View decision -
Decision Reference DRN-4654658
30 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4654658 The complaint Mr G complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the money he lost when he says he fell victim to a scam. What happened Mr G is represented in this case but as the account with Monzo is in his name I’ll refer to Mr G throughout my decision. Mr G sa... (3 pages)View decision -
Decision Reference DRN-4989325
29 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4989325 The complaint Miss B complains that Monzo Bank Ltd (“Monzo”) didn’t do enough to protect her when she fell victim to a scam. What happened Miss B fell victim to a scam which involved making a series of payments to simulate the purchase of items. She’d been led to believe thi... (3 pages)View decision -
Decision Reference DRN-4754759
28 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4754759 The complaint Mr D has complained Monzo Bank Ltd won’t refund him for various disputed transactions. What happened In February 2024 Mr D contacted Monzo to complain about 17 transactions he didn’t recognise. These included a mix of cash machine withdrawals along with gamblin... (2 pages)View decision -
Decision Reference DRN-4819149
28 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4819149 The complaint Mr C has complained Monzo Bank Ltd added a fraud-related marker in his name to the industry fraud database, CIFAS. What happened In December 2023 Monzo closed Mr C’s account. They’d been made aware his account had received funds of £120 whilst a customer hadn’t... (2 pages)View decision
