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 2101 results
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Decision Reference DRN-5095041
6 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5095041 The complaint Mr D complains that Monzo Bank Ltd won’t refund him after he fell victim to a job scam. Mr D 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 D directly. What ha... (4 pages)View decision -
Decision Reference DRN-5097012
5 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5097012 The complaint Miss B complains that Monzo Bank Ltd won’t refund her after she fell victim to a job scam. What happened Miss B’s complaint has already been set out in detail by the investigator that considered her complaint so I won’t repeat it in detail here. But briefly, bo... (4 pages)View decision -
Decision Reference DRN-4398370
5 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4398370 The complaint Miss S complains that Monzo Bank Ltd hasn’t refunded any of the money she lost when she fell victim to a scam. What happened In June 2023, Miss S received an unexpected request from Monzo to verify a card payment she hadn’t made. Miss S declined this payment. ... (5 pages)View decision -
Decision Reference DRN-5036529
5 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5036529 The complaint Miss R complains that Monzo Bank Ltd hasn’t refunded her after she made payments to what now turns out to have been a scam employment opportunity. What happened Miss R found a job advertised through a well-known recruitment platform. She made contact with the e... (4 pages)View decision -
Decision Reference DRN-4993607
4 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4993607 The complaint Mr N complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in an investment scam. What happened What Mr N says: Mr N is represented by a third-party claims firm which has put his case to us. But I refer to Mr N as the complainant here. He says he met... (5 pages)View decision -
Decision Reference DRN-5123140
4 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5123140 The complaint Ms J is unhappy that Monzo Bank Ltd have restricted her access to her account and with the service she’s received from Monzo when trying to regain access to her account. What happened In early 2024, Ms J obtained a new mobile phone and in early March 2024 she ... (5 pages)View decision -
Decision Reference DRN-4942819
1 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4942819 The complaint Mr Y complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in a job scam. What happened What Mr Y says: Mr Y is represented by a third-party claims firm. He was looking for extra work to add to his income, and had applied for several jobs online. He ... (7 pages)View decision -
Decision Reference DRN-5014509
1 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5014509 The complaint Miss G is unhappy that Monzo Bank Ltd won’t reimburse her money she lost after being a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Miss G was looking to rent accommo... (3 pages)View decision -
Decision Reference DRN-5033416
1 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5033416 The complaint Mr P complains 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 all in detail here. But in sum... (3 pages)View decision -
Decision Reference DRN-5061384
1 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5061384 The complaint Mr S has complained that Monzo Bank Ltd failed to block gambling transactions from leaving his account despite having a gambling block in place at the time. Background Mr S has a bank account with Monzo. He has explained that he has a compulsive spending proble... (3 pages)View decision
