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 2676 results
-
Decision Reference DRN-4893199
22 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4893199 The complaint Mr N complains that Monzo Bank Ltd will not refund money he lost to a scam. Mr N is represented by C. For ease, I’ve referred to comments made by C as though made by Mr N. What happened The details of this complaint are well known to both parties, so I won’t re... (2 pages)View decision -
Decision Reference DRN-5017824
17 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5017824 The complaint Mrs D complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to 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 detail here. But in ... (4 pages)View decision -
Decision Reference DRN-5226430
17 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5226430 The complaint Mrs D complains that Monzo Bank Ltd won’t refund the money they lost after they fell victim to an Authorised Push Payment (“APP”) scam, whereby she sent money to an account held at Monzo. What happened The background to this complaint is well known by both par... (3 pages)View decision -
Decision Reference DRN-5381466
16 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5381466 The complaint Mr C is unhappy with several aspects of the service that he’s received from Monzo Bank Ltd. What happened Mr C has vulnerabilities which adversely impact his wellbeing and his mental health. In June 2024, Mr C spoke with Monzo because he was unhappy that he cou... (4 pages)View decision -
Decision Reference DRN-5428431
16 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5428431 The complaint Mr S has complained Monzo Bank Ltd wouldn’t refund him when he didn’t get cash out of a cash machine. What happened Mr S used a cash machine on 19 August 2024 to withdraw £90. He didn’t get the cash but his Monzo account was still debited. Mr S immediately got ... (2 pages)View decision -
Decision Reference DRN-5283789
14 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5283789 The complaint Mr U complains Monzo Bank Ltd loaded his details to a fraud database. What happened Mr U was contacted by someone he knew, and they asked to pay some money into Mr U’s account. This person was overseas and didn’t have a UK bank account. Money was paid in, an... (3 pages)View decision -
Decision Reference DRN-5404395
11 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5404395 The complaint 1 complain that Monzo Bank Ltd (“Monzo”) failed to prevent payments from leaving their account after they were cancelled. What happened 1 are a company and represented here by Ms S. Ms S has explained that she entered into an arrangement for services with a mer... (4 pages)View decision -
Decision Reference DRN-5188410
10 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5188410 The complaint Mrs K complains that Monzo Bank Ltd (“Monzo”) won’t reimburse her the money she lost when she fell victim to an investment scam. Mrs K is represented by a third party. What happened In late 2021 Mrs K was introduced to an investment (I will refer to as H) via... (2 pages)View decision -
Decision Reference DRN-5124655
10 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5124655 The complaint Mr K is unhappy Monzo Bank Ltd will not refund £13,728.78 he lost as the result of an authorised push payment (APP) scam. Mr K brought his complaint to this service through a representative. For ease of reading, I will refer solely to Mr K in this decision. Wha... (4 pages)View decision -
Decision Reference DRN-5241005
10 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5241005 The complaint Mr M complains Monzo Bank Ltd loaded his details to a fraud marker database. What happened Mr M says he opened a Monzo account as a savings account, but then lost his job so he didn’t use the account. Mr M then tried to use the account again but found out it ... (3 pages)View decision