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 1885 results
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Decision Reference DRN-4546422
10 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4546422 The complaint Mr B complains that Monzo Bank Ltd won’t support him in a number of disputes with various retailers or refund him for those transactions. What happened During August 2023 Mr B used his Monzo credit card to make eleven transactions varying between £1... (3 pages)View decision -
Decision Reference DRN-4619189
10 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4619189 The complaint Mrs F complains that Monzo Bank Ltd did not refund the transactions she lost to a scam. What happened Mrs F had recently applied for jobs when she was contacted on a private messaging app by a recruiter. They said she could earn £1,600 per week in a flexible and f... (3 pages)View decision -
Decision Reference DRN-4813886
10 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4813886 Complaint Mr D has complained that Monzo Bank Ltd (“Monzo”) irresponsibly provided him with an overdraft which it continued applying charges on even when he was in financial difficulty. Background Monzo initially provided Mr D with an overdraft facility of £500, which had a cre... (4 pages)View decision -
Decision Reference DRN-4675476
7 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4675476 The complaint Miss A complains about Monzo Bank Ltd. She says Monzo didn’t do enough to protect her when she became the victim of a scam and would like it to refund the money that was lost. What happened The details of what happened are well known to all parties, so I won’t rep... (4 pages)View decision -
Decision Reference DRN-4801065
7 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4801065 The complaint Mr R complains that Monzo Bank Ltd won’t refund 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 in detail here. But in summary, I ... (3 pages)View decision -
Decision Reference DRN-4525574
7 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4525574 The complaint Mr R complains that Monzo Bank Ltd unreasonably blocked his account and questioned him about a payment. What happened Mr R holds accounts with Monzo. On 16 August 2023 he found that his accounts were blocked. His app said the issue was with a £18 flex payment he d... (2 pages)View decision -
Decision Reference DRN-4673312
7 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4673312 The complaint Mr M complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr M is being represented by a third party. To keep things simple, I will refer to Mr M throughout my decision. What happened The background of this co... (4 pages)View decision -
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
