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-4931709
16 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4931709 The complaint Ms V complains that Monzo Bank Ltd won’t refund her 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 in su... (4 pages)View decision -
Decision Reference DRN-5027522
15 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5027522 The complaint Mr L has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr L was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record with CIFA... (2 pages)View decision -
Decision Reference DRN-4851857
15 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4851857 The complaint Mr N has complained Monzo Bank Ltd won’t refund him for seven transactions he didn’t authorise. What happened Early one morning in March Mr N noticed a number of transactions on his Monzo account which had taken place on an overseas public transport system. The... (2 pages)View decision -
Decision Reference DRN-5082630
15 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5082630 The complaint Mr T is unhappy with the functionality of the Monzo Bank Ltd banking app. What happened Mr T received a refund from a merchant into his Monzo account. But the merchant accidentally refunded Mr T twice, and so then reclaimed the duplicate refund from Mr T’s Monz... (2 pages)View decision -
Decision Reference DRN-4882758
14 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4882758 The complaint Mr C complains that Monzo Bank Ltd won’t reimburse him after he fell victim to an investment scam. Mr C 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 C directl... (4 pages)View decision -
Decision Reference DRN-5054655
11 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5054655 The complaint Miss B complains that Monzo Bank Ltd hasn’t helped her get access to money that was placed in a savings account. What happened In October 2023, a Savings Pot was opened in Miss B’s name. The same day it was opened, she contacted Monzo about this to say that she... (3 pages)View decision -
Decision Reference DRN-4957297
11 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4957297 The complaint Mr G has complained that Monzo Bank Ltd (“Monzo”) failed to recognise and warn him about payments he made as part of a scam, which have left him out of pocket. What happened The background of this complaint is already known to both parties, so I won’t repeat a... (5 pages)View decision -
Decision Reference DRN-5011640
11 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5011640 The complaint Mr H complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In March 2022, Mr H received a text message from a woman he’d never been contacted by before and which appeared to be intended for someone else. H... (2 pages)View decision -
Decision Reference DRN-4985095
10 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4985095 The complaint Mr V complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in a job scam. What happened What Mr V says: Mr V says he was looking for a part time job and was contacted on WhatsApp by someone claiming to be from a recruitment agency, offering him a par... (5 pages)View decision -
Decision Reference DRN-5069423
10 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5069423 The complaint Miss R complains that Monzo Bank Ltd has not refunded money that she lost to an investment scam. What happened Miss R was added to a chat group which appeared to be for people investing in cryptocurrency. Initially, Miss R was not interested, but some months l... (3 pages)View decision
