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-4821488
30 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4821488 The complaint Mr T complains that Monzo Bank Ltd told him it was closing his accounts. But then told him this was a mistake. Monzo offered Mr T compensation. Mr T says Monzo haven’t done enough to put things right. What happened Mr T had a current account and joint account ... (3 pages)View decision -
Decision Reference DRN-5035199
30 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5035199 Complaint H, a limited company, complains that Monzo Bank Ltd didn’t refund it after its director, Miss C, fell victim to a scam. Background In April 2023, Miss C was planning a holiday with friends and looking for accommodation online. After some research, she discovered a ... (3 pages)View decision -
Decision Reference DRN-4722208
30 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4722208 The complaint Miss S is unhappy because Monzo Bank Ltd (“Monzo”) declined to refund £3,125 which she lost as a result of a scam. What happened The details of the complaint are well known to both parties, so I will not go into every detail of what happened here. But in summar... (5 pages)View decision -
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
