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-5076133
30 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5076133 The complaint Miss A, through a representative, complains that Monzo Bank Ltd won’t refund £17,398.84 that she lost as the result of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. In summary, Miss A fe... (4 pages)View decision -
Decision Reference DRN-5070798
30 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5070798 The complaint Mr C is unhappy Monzo Bank Ltd will not refund the money he lost as the result of a scam. He brought his complaint to this service through a representative. For ease of reading I will refer solely to Mr C in this decision. What happened Both parties are aware o... (4 pages)View decision -
Decision Reference DRN-4748678
29 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4748678 The complaint Mr Z is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund him a number of payments he made as the result of a romance/investment scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail a... (7 pages)View decision -
Decision Reference DRN-4886788
28 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4886788 The complaint Mrs O complains that Monzo Bank Ltd unfairly transferred a debt to a collection agency that she says isn’t owed by her. What happened In 2020 Mrs O raised a dispute with Monzo after experiencing difficulties with an automated teller machine (ATM) cash withdrawa... (3 pages)View decision -
Decision Reference DRN-5105908
28 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5105908 The complaint Mr C complains that Monzo Bank Ltd didn’t provide the service it should have in regard to a travel charge on his account. He wants to be compensated for the frustration and annoyance this issue caused him. What happened On 15 April 2024, Mr C used his Monzo car... (3 pages)View decision -
Decision Reference DRN-4971818
25 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4971818 The complaint Miss N has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2024 Miss N got a query from Monzo about a payment of £500 she’d received into her account. She told them she’d sold an item ... (2 pages)View decision -
Decision Reference DRN-5101328
25 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5101328 The complaint Mr O has complained that Monzo Bank Ltd (“Monzo”) refused to refund money that he says he lost as part of a scam. What happened Mr O says he entered into an agreement to purchase a property with a company that I will call B in 2023. Mr O says that B did not buy... (3 pages)View decision -
Decision Reference DRN-5053563
25 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5053563 The complaint Ms S complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in a job scam. What happened What Ms S says: Ms S was looking for more work while she was on maternity leave – to top up her income. She was contacted by a person who said he was from a recr... (6 pages)View decision -
Decision Reference DRN-5104775
24 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5104775 The complaint Mrs V complains Monzo Bank Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened Mrs V has an account with Monzo. She has accounts with three other businesses too, who I’ll refer to as “H”, “W” and “R” throughout the rest of this... (3 pages)View decision -
Decision Reference DRN-4788445
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4788445 The complaint Mr W is unhappy 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 in detail here. But in summa... (3 pages)View decision
