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-4802331
23 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4802331 The complaint Mr H is unhappy that Monzo Bank Ltd won’t refund money he lost as a result of an investment scam. What happened In November 2022, Mr H said he found a company online called ‘Crypto Pro Investment’ and invested £200 using a different bank account, via a cryptocurr... (4 pages)View decision -
Decision Reference DRN-4793000
21 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4793000 The complaint Mrs B complains about Monzo Bank Ltd. She says that Monzo didn’t do enough to protect her when she became the victim of a scam and would like it to refund her the money she has lost. What happened The details of what happened are well known to both parties, so I w... (3 pages)View decision -
Decision Reference DRN-4772015
21 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4772015 The complaint Mr R is unhappy that Monzo Bank Ltd blocked a payment he’d told them in advance that he was going to make. What happened On 24 February 2024, Mr R travelled from his home in the north of England to London to buy a car. At approximately 12:25, Mr R sent a message t... (3 pages)View decision -
Decision Reference DRN-4766424
21 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4766424 The complaint Miss K is unhappy that Monzo Bank Ltd haven’t reimbursed the money she lost through a scam. Miss K’s complaint has been brought on her behalf by a professional representative. What happened Around October 2022 Miss K was contacted by a scammer on a messaging app. ... (7 pages)View decision -
Decision Reference DRN-4809361
21 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4809361 The complaint Mr G complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to bo... (6 pages)View decision -
Decision Reference DRN-4801854
21 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4801854 The complaint Miss B complains that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost as a result of a job scam. She’s being supported by a representative. To keep things simple, I’ll refer to Miss B throughout this decision. What happened The background to this complain... (6 pages)View decision -
Decision Reference DRN-4796370
21 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4796370 The complaint Mr G complains Monzo Bank Ltd (Monzo) failed to pay the £50 compensation it agreed it would. What happened Mr G says he had an issue with Monzo as it failed to amend his email address which resulted in him incurring bank charges. Mr G says when he complained about... (2 pages)View decision -
Decision Reference DRN-4458806
17 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4458806 The complaint Miss C complains Monzo Bank Ltd failed to assist her when she wanted to dispute payments made on her debit card for the rental of holiday accommodation. What happened Miss C used her Monzo debit card to make two part-payments totalling £342 for the rental of a hol... (5 pages)View decision -
Decision Reference DRN-4513902
17 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4513902 The complaint Mr T complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he 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, Mr T was contacted ... (3 pages)View decision -
Decision Reference DRN-4542792
17 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4542792 The complaint Miss B complains that Monzo Bank Ltd won’t fully refund the money she sent to a third party in error. What happened Miss B made three transactions to a third party whom I’ll refer to as A. These transactions amount to £1,125 and were made on 1 July 2023 (£75); 13 ... (3 pages)View decision
