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-4553587
10 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4553587 The complaint Miss P complains Monzo Bank Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened Miss P, who has a representative, has an account with Monzo Bank and an account elsewhere. Miss P says she was looking for work when she received a me... (5 pages)View decision -
Decision Reference DRN-4734568
10 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4734568 The complaint Mrs K complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In November 2023, Mrs K was looking for work and received a number of text messages from someone who said they worked for a recruitment company. Th... (6 pages)View decision -
Decision Reference DRN-4710752
9 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4710752 The complaint Mr G has complained that Monzo Bank Ltd blocked his account. He is also unhappy with the security identification process that Monzo asked him to complete in order for him to use its banking app. What happened The detailed background of this complaint is well known... (3 pages)View decision -
Decision Reference DRN-4673602
9 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4673602 The complaint Miss M complains that Monzo Bank Ltd has declined to refund money she lost to a scam. What happened Miss M fell victim to a fake job scam after she was contacted on a messaging app – I will call the scammer ‘Z’. Z told Miss M that she would be paid for completing ... (3 pages)View decision -
Decision Reference DRN-4725306
9 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4725306 The complaint Mr K complains that Monzo Bank Ltd did not take responsibility for reimbursing the funds he lost as part of a scam. What happened Mr K fell victim to a purchase scam, which led to him making payment for £1,850 to an a Monzo account held by a third party. Mr K told... (3 pages)View decision -
Decision Reference DRN-4664214
9 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4664214 The complaint Mrs K complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened Mrs K was the victim of a visa application scam. She was looking to apply to convert her brother’s student visa to a skilled worker visa, and a fri... (3 pages)View decision -
Decision Reference DRN-4784480
7 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4784480 The complaint Miss Y has complained that Monzo Bank Ltd registered a marker against her at CIFAS, the national fraud database. What happened In 2023, Monzo received a report that Miss Y had received money for goods, but then not provided them and blocked the buyer. Miss Y expla... (3 pages)View decision -
Decision Reference DRN-4716285
7 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4716285 The complaint Mr K has complained that Monzo Bank Ltd won’t refund a transaction he says he didn’t make or otherwise authorise. What happened In late 2023, Mr K’s phone and Monzo app were used to make a £6,000 bank transfer to another individual. He reported this as unauthorise... (3 pages)View decision -
Decision Reference DRN-4554355
3 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4554355 The complaint Mr L complains that Monzo Bank Ltd did not refund a series of payment he lost to a scam. What happened Mr L met an individual I’ll call ‘X’ through an online dating site. After some time, X introduced Mr L to investing in cryptocurrency and encouraged him to inves... (3 pages)View decision -
Decision Reference DRN-4748081
2 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4748081 The complaint Mr R complains that Monzo Bank Ltd won’t reimburse him the money he transferred to a fraudster. What happened Mr R has explained that in August 2023, he was an international student and actively looking for work. Mr R received contact via an instant messaging app ... (5 pages)View decision
