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 1868 results
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Decision Reference DRN-4737940
7 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4737940 The complaint Ms D has complained Monzo Bank Ltd did nothing to intervene and stop payments she made which turned out to be an investment scam. What happened Ms D opened a bank account with Monzo on 1 August 2022. She also held accounts with other banks (who I’ll call F and L).... (3 pages)View decision -
Decision Reference DRN-4549819
7 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4549819 The complaint Mr G has complained that Monzo Bank Ltd (“Monzo”) will not refund the money he lost as the result of a scam. What happened Both parties are familiar with the details of the scam so I will provide only a summary here. Mr G noticed on a social media platform that a ... (4 pages)View decision -
Decision Reference DRN-4748679
6 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4748679 The complaint Mr A complains that Monzo Bank Ltd (“Monzo”) won’t refund him a payment made from his current account as the result of a scam. What happened In April 2023, Mr A was involved in a scam. He was persuaded to send £3,500 from his Monzo account to someone who purported... (5 pages)View decision -
Decision Reference DRN-4677046
6 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4677046 The complaint Mr F 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 Mr F says that he did an internet search for ‘remote jobs’ and one of the top responses was for company X. Company X ... (4 pages)View decision -
Decision Reference DRN-4837399
6 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4837399 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded him the money he lost as part of a scam. What happened I’m not going to cover all the points raised in detail. The view of 21 December 2023 covered the details of Mr B’s testimony and the timeline of the... (6 pages)View decision -
Decision Reference DRN-4661602
6 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4661602 The complaint Miss C complains that Monzo Bank Ltd won’t refund over £9,000 she lost to a scam. Miss C is represented in this complaint by a solicitor. For simplicity I will refer to Miss C throughout this decision, even when referencing what her representatives has said on her... (4 pages)View decision -
Decision Reference DRN-4708276
6 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4708276 The complaint Z, a limited company, complains that Monzo Bank Ltd won’t reimburse money lost to a scam. It would like the funds reimbursed. What happened Z holds accounts with Monzo. In April 2023 a staff member received an email seemingly from the director of Z to make a payme... (3 pages)View decision -
Decision Reference DRN-4836894
5 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4836894 The complaint Mr E has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In 2021, Mr E saw an advert for an investment firm on social media. He said they had a professional-looking website and good reviews, and he spoke ... (3 pages)View decision -
Decision Reference DRN-4761318
5 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4761318 The complaint Miss S complains that Monzo Bank Ltd lent irresponsibly when it approved her overdraft application. What happened In August 2019 Miss S applied for a bank account and associated overdraft with Monzo. An income of £1,737 after tax was used and Monzo says it applie... (3 pages)View decision -
Decision Reference DRN-4783644
5 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4783644 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he was the victim of a scam. What happened Mr K is represented in this case but for ease I’ll refer to Mr K throughout my decision. Mr K says that he was contacted on a social media a... (3 pages)View decision
