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-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 -
Decision Reference DRN-4670355
5 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4670355 The complaint Miss G complains that Monzo Bank Ltd hasn’t agreed to refund a payment which she says she didn’t authorise. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in detail. The core facts are not in dispute, ... (2 pages)View decision -
Decision Reference DRN-4524420
4 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4524420 The complaint Mr R complains that Monzo Bank Ltd won’t refund the money he lost when he fell victim to a scam. What happened Mr R says that he sent money (£150) to somebody he knew for an investment opportunity. The payment was made via his debit card through an international m... (2 pages)View decision -
Decision Reference DRN-4721767
3 Jun 2024 Monzo Bank Ltd Not upheldConsumer CreditDRN-4721767 The complaint Mr M complains that Monzo Bank Limited (“Monzo”) placed a default marker on his credit files. What happened In September Mr M took out a loan with Monzo for £2,000 over six months with repayments of £354.49. He failed to make the final two payments on time. Accord... (2 pages)View decision
