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-4765575
23 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4765575 The complaint Mr G complains that Monzo Bank Ltd (“Monzo”) failed to refund a cash withdrawal he didn’t recognise and closed his account. What happened Mr G explained that he was in a store and wanted to withdraw money (£50) via cash back. He transferred £50 from a savings a... (3 pages)View decision -
Decision Reference DRN-5019733
23 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5019733 The complaint Mr S complains that Monzo Bank Ltd won’t reimburse him after he fell victim to a safe account scam. What happened Mr C has explained that he received a phishing email from what he believed was a parcel delivery firm and, as he was expecting a parcel, provided i... (4 pages)View decision -
Decision Reference DRN-5027147
22 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5027147 The complaint Mr P has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In autumn 2023, Mr P was cold-contacted on a messaging app. He was offered a fully remote job completing relatively simple tasks in exchange for... (4 pages)View decision -
Decision Reference DRN-4917953
22 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4917953 The complaint Miss C complains that Monzo Bank Ltd (Monzo) won’t refund the money she lost after she 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 in detail here. But i... (3 pages)View decision -
Decision Reference DRN-5059573
22 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5059573 The complaint Mrs S says Monzo Bank Ltd (“Monzo”), didn’t do enough to help when she fell victim to a scam. She says Monzo should reimburse the money she lost. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly ... (4 pages)View decision -
Decision Reference DRN-4939311
22 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4939311 The complaint Mr C is unhappy 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 details of this case have been clearly set out by our Investigator. As such the facts are well-known to all involv... (3 pages)View decision -
Decision Reference DRN-4979956
22 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4979956 The complaint Mr G complains that Monzo Bank Ltd won’t refund the money he lost as the result of an Authorised Push Payment (‘APP’) scam. What happened The circumstances which led to this complaint are well known to both parties, so I won’t repeat them all here. But in summa... (4 pages)View decision -
Decision Reference DRN-5096467
21 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5096467 The complaint Mr Z has complained that Monzo Bank Ltd registered a fraud marker against him. What happened In summer 2023, Mr Z received some money into his Monzo account, which he quickly forwarded on to an account of his with another bank. Monzo received a report that the ... (3 pages)View decision -
Decision Reference DRN-4762331
21 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4762331 The complaint Miss O complains that Monzo Bank Ltd failed to recover money which she had transferred in error. What happened On 13 December 2023 made a transfer of £150 from her Monzo account to an account in the name of someone I’ll call L. She had intended it to go to a di... (2 pages)View decision -
Decision Reference DRN-4634390
21 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4634390 The complaint Mr B complains that Monzo Bank Ltd, has not met its obligations in regard to a deposit for a party. What happened In October 2023 Mr B paid £500 deposit for a party at a venue due in November 2023. Roughly five days before the event Mr ... (2 pages)View decision
