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-4977647
27 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4977647 The complaint Mr A complains that Monzo Bank Ltd loaded a fraud-related marker against his name with Cifas and it refuses to remove it. What happened Mr A says in 2023, he was taken advantage of by someone at his college (‘the scammer’) and persuaded to open a bank account ... (3 pages)View decision -
Decision Reference DRN-4923288
27 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4923288 The complaint Mr W complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known t... (4 pages)View decision -
Decision Reference DRN-4913165
27 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4913165 The complaint Miss T complains that Monzo Bank Ltd won’t refund over £17,000 she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Miss T fell victim to a fake job scam afte... (4 pages)View decision -
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
