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 1933 results
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Decision Reference DRN-4633862
28 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4633862 The complaint Miss D is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost when she fell victim to an advanced fee scam. What happened The background to this complaint is well known to both parties and was set out in the investigator’s view of 2 November 2023... (5 pages)View decision -
Decision Reference DRN-4638063
27 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4638063 The complaint Mr M complains that Monzo Bank Ltd did not refund a payment of £307.90 he lost to a scam. What happened Mr M found a camera for sale on an online marketplace for £300 and agreed to purchase it. He transferred a total of £307.90 which also included postage costs. W... (3 pages)View decision -
Decision Reference DRN-4681334
27 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4681334 The complaint Miss G is unhappy with how Monzo Bank Ltd handled a disputed transactions complaint. It led to her account being closed and a default being registered on her credit file. What happened Miss G went on holiday in August 2022. Her card was stolen while she was there,... (3 pages)View decision -
Decision Reference DRN-4577298
27 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4577298 The complaint Mrs A complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In June 2022, Mrs A saw an account she followed on a social media platform advertising that they had made money investing in cryptocurrency. She co... (5 pages)View decision -
Decision Reference DRN-4439469
26 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4439469 The complaint Miss M complains through a representative that Monzo Bank Ltd (“Monzo”) has failed to refund over £45,000 she lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, ... (3 pages)View decision -
Decision Reference DRN-4530240
26 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4530240 The complaint Mrs B complains that Monzo Bank Ltd (‘Monzo’) declined to offer her a refund of £829.20 which she says she lost as the result of a scam. What happened In July 2023, Mrs B found herself locked out of her property and so she found a locksmith online and reached out ... (4 pages)View decision -
Decision Reference DRN-4708044
26 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4708044 The complaint Mr D is unhappy that Monzo Bank Ltd, trading as Monzo, didn’t call him before taking money out of his account as per his communication requirements. What happened Mr D holds an account with Monzo and has made Monzo aware that he has learning difficulties which mak... (3 pages)View decision -
Decision Reference DRN-4707627
26 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4707627 The complaint Mr M complains Monzo Bank Ltd (Monzo) won’t refund the funds he lost as a result of a scam. What happened I issued my provisional decision on this complaint on 8 March 2024. I wanted to give both sides a chance to provide any further evidence and arguments before ... (6 pages)View decision -
Decision Reference DRN-4442809
25 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4442809 The complaint Mr C complains that Monzo Bank Ltd (“Monzo”) won’t refund over £20,000 he lost to an employment scam in May 2023. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reasons for... (2 pages)View decision -
Decision Reference DRN-4628790
25 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4628790 The complaint Miss D complains that Monzo Bank Ltd did not refund a series of payments she lost as part of a scam. What happened Miss D saw concert tickets for sale on social media and reached out to the seller. They confirmed they still had the tickets and provided a screensho... (3 pages)View decision
