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 2125 results
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Decision Reference DRN-4786678
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4786678 The complaint Mr U says Monzo Bank Ltd (“Monzo”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr U says his card and ... (2 pages)View decision -
Decision Reference DRN-5229437
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5229437 The complaint Mr T has complained that Monzo Bank Limited (“Monzo”) failed to protect him from falling victim to a “safe account” scam and hasn’t refunded the money he lost as part of the scam. What happened The background of this complaint is already known to both parties,... (5 pages)View decision -
Decision Reference DRN-5348317
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5348317 The complaint Mr P complains that Monzo Bank Ltd won’t reimburse him for payments he says he made to a scam. The complaint is brought on Mr P’s behalf by a professional representative. What happened Mr P says that in late 2023 he fell victim to a scam. He says he made the f... (4 pages)View decision -
Decision Reference DRN-5011746
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5011746 The complaint Miss S is unhappy that Monzo Bank Ltd (“Monzo”) hasn’t refunded the money she lost when she fell victim to an investment scam. What happened Miss S said in September 2023 she saw an advertisement on an article she found on a social media site. It was about an ... (6 pages)View decision -
Decision Reference DRN-5303177
20 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5303177 The complaint Mrs A complains that Monzo Bank Ltd did not refund a series of payments she lost to a scam. What happened Mrs A was contacted via a messaging app about a job opportunity that was fully remote and flexible. Mrs A would take part in online marketing with the end ... (3 pages)View decision -
Decision Reference DRN-5051091
20 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5051091 The complaint Miss L complains Monzo Bank Ltd didn’t do enough to help get a refund for a transaction made on her debit card. What happened In March 2024, Miss L bought a number of items from a bakery, paying with her Monzo debit card. When getting home and checking her rec... (3 pages)View decision -
Decision Reference DRN-5288866
20 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5288866 The complaint Mr C has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. This caused him considerable distress and he’s now looking for what he deems reasonable compensation. What happened In February 2021 Mr C was to... (2 pages)View decision -
Decision Reference DRN-5046076
20 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5046076 The complaint Mr L complains that Monzo Bank Ltd failed to obtain a refund under the chargeback regime for a service which was not provided in full. What happened On 8 August 2022 Mr L signed up with a supplier of online learning courses. He believed it would give him lifeti... (2 pages)View decision -
Decision Reference DRN-4779205
19 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4779205 The complaint Mr C is unhappy that Monzo Bank Ltd haven’t refunded money he lost as a result of a scam. Mr C is being represented by a claims management company but for ease of reading I’ll only refer to Mr C in my decision. What happened The detailed background to this co... (4 pages)View decision -
Decision Reference DRN-5165444
19 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5165444 The complaint Mr A complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr A held a current account with Monzo. On 27 and 28 February 2024, th... (3 pages)View decision
