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-4612426
9 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4612426 The complaint Mrs B complains that Monzo Bank Ltd won’t refund the money she lost as a result of a job scam. Mrs B has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For consistency, I’ll refer to Mrs B... (9 pages)View decision -
Decision Reference DRN-4658095
8 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4658095 The complaint Mr M complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he lost. What happened The details of what happened should be familiar to both parties, so I ... (5 pages)View decision -
Decision Reference DRN-4807579
8 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4807579 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he fell victim to a scam. What happened Mr A has a professional representative but as the account with Monzo is in his name I’ll refer to Mr A throughout my decision. Mr A says th... (4 pages)View decision -
Decision Reference DRN-4954314
7 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4954314 The complaint Mr U complains that Monzo Bank Ltd (‘Monzo’’) blocked and then closed his bank account without notice. He says he wants funds that it returned to source to be returned to him. What happened Monzo blocked Mr U’s account in September 2023 and asked him to provide... (4 pages)View decision -
Decision Reference DRN-4790879
7 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4790879 Complaint Mr K is unhappy that Monzo Bank Ltd didn’t reimburse him after he told it he’d fallen victim to a scam. Background In September 2022, Mr K fell victim to a job scam. He was contacted by someone on a messaging app who claimed to be a recruitment manager. They offere... (5 pages)View decision -
Decision Reference DRN-4867294
6 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4867294 The complaint Mr C has complained that Monzo Bank Plc won’t refund the money he lost after falling victim to a scam. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Mr C was called by scammers posing as a bank, who said he was bei... (3 pages)View decision -
Decision Reference DRN-4799418
6 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4799418 The complaint Mr P complains that Monzo Bank Ltd did not refund a series of payments he lost to a scam. What happened Mr P was contacted via a messaging service about a job opportunity that was fully remote. He accepted this and began working right away. He had access to a p... (3 pages)View decision -
Decision Reference DRN-4904723
6 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4904723 The complaint Mr K complains that Monzo Bank Ltd have failed to refund £1,897.03 he says he lost to an investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reasons for my ... (2 pages)View decision -
Decision Reference DRN-4911385
6 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4911385 The complaint Ms P is unhappy that Monzo Bank Ltd didn’t refund her after she lost money to what she believes was 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 i... (3 pages)View decision -
Decision Reference DRN-4947671
5 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4947671 The complaint Mr H is unhappy that Monzo Bank Ltd restricted his access to his account. What happened Mr H attempted to make an unusually large purchase using his Monzo debit card. The attempted payment was flagged by Monzo’s automated fraud prevention systems for further c... (3 pages)View decision
