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-4737489
3 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4737489 The complaint Mr S has complained Monzo Bank Ltd won’t refund money he lost through six transactions he didn’t authorise. What happened In January 2024 Mr S noticed a discrepancy in his Monzo account and contacted them. He disputed six transactions for £60, £415.43, £119.62, £2... (3 pages)View decision -
Decision Reference DRN-4725188
31 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4725188 The complaint Mr F complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened The details of what happened are well known to all parties, so I won’t ... (3 pages)View decision -
Decision Reference DRN-4719378
31 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4719378 The complaint Mr A complains that Monzo Bank Ltd failed to pay and/or cancelled a direct debit instruction (DDI) without telling him. What happened In October 2023, Mr A’s credit card provider (B) told him it would collect a payment by direct debit. However the payment wasn... (2 pages)View decision -
Decision Reference DRN-4827659
31 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4827659 Complaint Mr O is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background In late 2022, Mr O fell victim to a job scam. He was contacted on a social messaging app about a work opportunity. The role was one in affiliate marketing. He would be ... (3 pages)View decision -
Decision Reference DRN-4498380
31 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4498380 The complaint X complains about Monzo Bank Ltd. They say that Monzo didn’t do enough to protect them when they became the victim of a scam and would like it to refund the money that was lost. What happened X was contacted via the social media platform ‘Telegram’ by an individua... (4 pages)View decision -
Decision Reference DRN-4788535
31 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4788535 The complaint Mrs L has a current account with Monzo Bank Ltd. In November 2023, she fell victim to a fraud and sent just under £8,000 to a fake investment scheme. She sent the money from her Monzo account. Mrs L thinks that Monzo should have stopped her sending the money. It d... (6 pages)View decision -
Decision Reference DRN-4812303
31 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4812303 The complaint Miss I complains that Monzo Bank Ltd did not refund the payments she lost to a scam. What happened Miss I was contacted on an employment website with a job opportunity. It was in hotel booking management and she would need to pay deposits to book hotel rooms. In o... (5 pages)View decision -
Decision Reference DRN-4826753
31 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4826753 The complaint Mr J is unhappy after he says he was the victim of a scam and Monzo Bank Ltd decided not to refund him. What happened Mr J says he found A (a mutual friend through social media) who was sharing posts about his business L. L was developing properties and needed inv... (5 pages)View decision -
Decision Reference DRN-4577352
31 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4577352 The complaint Mr C complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The background of this co... (3 pages)View decision -
Decision Reference DRN-4554866
31 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4554866 The complaint Mrs A complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mrs A was selling... (2 pages)View decision
