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 1858 results
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Decision Reference DRN-5036529
5 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5036529 The complaint Miss R complains that Monzo Bank Ltd hasn’t refunded her after she made payments to what now turns out to have been a scam employment opportunity. What happened Miss R found a job advertised through a well-known recruitment platform. She made contact with the e... (4 pages)View decision -
Decision Reference DRN-4993607
4 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4993607 The complaint Mr N complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in an investment scam. What happened What Mr N says: Mr N is represented by a third-party claims firm which has put his case to us. But I refer to Mr N as the complainant here. He says he met... (5 pages)View decision -
Decision Reference DRN-5123140
4 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5123140 The complaint Ms J is unhappy that Monzo Bank Ltd have restricted her access to her account and with the service she’s received from Monzo when trying to regain access to her account. What happened In early 2024, Ms J obtained a new mobile phone and in early March 2024 she ... (5 pages)View decision -
Decision Reference DRN-4942819
1 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4942819 The complaint Mr Y complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in a job scam. What happened What Mr Y says: Mr Y is represented by a third-party claims firm. He was looking for extra work to add to his income, and had applied for several jobs online. He ... (7 pages)View decision -
Decision Reference DRN-5014509
1 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5014509 The complaint Miss G is unhappy that Monzo Bank Ltd won’t reimburse her money she lost after being a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Miss G was looking to rent accommo... (3 pages)View decision -
Decision Reference DRN-5033416
1 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5033416 The complaint Mr P complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in sum... (3 pages)View decision -
Decision Reference DRN-5061384
1 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5061384 The complaint Mr S has complained that Monzo Bank Ltd failed to block gambling transactions from leaving his account despite having a gambling block in place at the time. Background Mr S has a bank account with Monzo. He has explained that he has a compulsive spending proble... (3 pages)View decision -
Decision Reference DRN-5068058
1 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5068058 The complaint Miss B complains that Monzo Bank Ltd (Monzo) won’t refund the money she lost in a job scam. What happened What Miss B says: Miss B is represented by a third-party claims firm. In August 2023, she was looking round for employment as a second job and was approach... (6 pages)View decision -
Decision Reference DRN-4944645
31 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4944645 The complaint Ms D has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. Ms D is represented by a claims management company. For simplicity I will refer to Ms D throughout this decision, even when referencing what her representat... (4 pages)View decision -
Decision Reference DRN-4770921
31 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4770921 The complaint Mr A complains that Monzo Bank Ltd treated him unfairly when it dealt with a Chargeback claim he made. What happened Mr A booked a ticket in May 2023 through a travel merchant, T, for a flight in December using his Monzo debit card. In November Mr A said he had... (3 pages)View decision
