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 2101 results
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Decision Reference DRN-4782809
9 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4782809 Complaint Mr C is unhappy that Monzo Bank Ltd didn’t refund him after he fell victim to a scam. Background The background to this case is well known to the parties so I only intend to summarise it briefly here. In September 2023, Mr C fell victim to a scam. A friend of his r... (3 pages)View decision -
Decision Reference DRN-4952114
9 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4952114 The complaint Miss S complains Monzo Bank Ltd treated her unfairly when payments into her account were disputed. What happened Miss S had an account with Monzo which has been closed since this complaint. In August 2023 Miss S received three payments totalling £650 which she ... (2 pages)View decision -
Decision Reference DRN-4956737
9 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4956737 The complaint Mr H complains Monzo Bank Ltd (Monzo) won’t refund the money he lost when he fell victim to a scam. What happened In 2022, Mr H saw a social media advert for an investment opportunity, which appeared to be endorsed by a well-known public figure. He contacted th... (5 pages)View decision -
Decision Reference DRN-4612426
9 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4612426 The complaint Mrs B complains that Monzo Bank Ltd won’t refund the money she lost as a result of a job scam. Mrs B has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For consistency, I’ll refer to Mrs B... (9 pages)View decision -
Decision Reference DRN-4658095
8 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4658095 The complaint Mr M 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 lost. What happened The details of what happened should be familiar to both parties, so I ... (5 pages)View decision -
Decision Reference DRN-4807579
8 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4807579 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he fell victim to a scam. What happened Mr A has a professional representative but as the account with Monzo is in his name I’ll refer to Mr A throughout my decision. Mr A says th... (4 pages)View decision -
Decision Reference DRN-4954314
7 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4954314 The complaint Mr U complains that Monzo Bank Ltd (‘Monzo’’) blocked and then closed his bank account without notice. He says he wants funds that it returned to source to be returned to him. What happened Monzo blocked Mr U’s account in September 2023 and asked him to provide... (4 pages)View decision -
Decision Reference DRN-4790879
7 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4790879 Complaint Mr K is unhappy that Monzo Bank Ltd didn’t reimburse him after he told it he’d fallen victim to a scam. Background In September 2022, Mr K fell victim to a job scam. He was contacted by someone on a messaging app who claimed to be a recruitment manager. They offere... (5 pages)View decision -
Decision Reference DRN-4867294
6 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4867294 The complaint Mr C has complained that Monzo Bank Plc won’t refund the money he lost after falling victim to a scam. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Mr C was called by scammers posing as a bank, who said he was bei... (3 pages)View decision -
Decision Reference DRN-4799418
6 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4799418 The complaint Mr P complains that Monzo Bank Ltd did not refund a series of payments he lost to a scam. What happened Mr P was contacted via a messaging service about a job opportunity that was fully remote. He accepted this and began working right away. He had access to a p... (3 pages)View decision
