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-4748308
17 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4748308 The complaint Ms B is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund her for six payments totalling £22,500 she made as a result of a romance/investment scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them i... (5 pages)View decision -
Decision Reference DRN-4783126
17 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4783126 The complaint Mr R complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In September 2023, Mr R received a message from a friend of his on a social media platform about investing in cryptocurrency. The friend said they had... (3 pages)View decision -
Decision Reference DRN-4624211
16 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4624211 The complaint Miss B complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP) scam. In bringing her complaint to this service Miss B is represented, but for ease of reading I’ll refer to Miss B throughout this d... (7 pages)View decision -
Decision Reference DRN-4741347
16 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4741347 The complaint Mr M via a representative complains that Monzo Bank Ltd (“Monzo”) won’t refund over £40,000 he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr M fell victim ... (5 pages)View decision -
Decision Reference DRN-4679135
16 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4679135 The complaint Mr S complains that Monzo Bank Ltd hasn’t refunded him the money he lost after he fell victim to what he believes was 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 det... (3 pages)View decision -
Decision Reference DRN-4492496
15 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4492496 The complaint Mr S complains Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In September 2021, Mr S received a call from someone purporting to be a broker with a company that I will call B. He was given an account manager at the co... (5 pages)View decision -
Decision Reference DRN-4768670
15 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4768670 The complaint Mr B 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 The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will fo... (4 pages)View decision -
Decision Reference DRN-4799484
15 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4799484 The complaint Mrs A has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In 2020, Mrs A was called by scammers posing as an investment firm. Using remote access software, they helped her set up an account. Then they pr... (5 pages)View decision -
Decision Reference DRN-4753598
15 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4753598 The complaint Ms D complains that Monzo Bank Ltd did not refund a series of payments she lost to a scam. What happened Ms D had been searching for a job and had signed up to a few job sites. She was contacted via a messaging service about a remote job for a few hours a week. Th... (4 pages)View decision -
Decision Reference DRN-4795331
15 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4795331 The complaint Mr O complains that Monzo Bank Ltd unfairly blocked a transaction and restricted his account. Mr O wants Monzo to pay more compensation than it has paid so far. What happened In early September 2023, Mr O tried to transfer £2,500 to a relative. Monzo stopped the t... (3 pages)View decision
