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-4646902
22 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4646902 The complaint Ms M complains that Monzo Bank Ltd hasn’t refunded her after she fell victim to a scam. What happened Ms M came across a post on Facebook from someone offering working from home job opportunities. She was interested and got in touch with the poster via WhatsApp. M... (3 pages)View decision -
Decision Reference DRN-4617816
22 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4617816 Complaint Mr K is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background Mr K wanted to arrange driving lessons. He posted on a group on a social media site asking for recommendations. Another member of that group responded with a link to a ... (2 pages)View decision -
Decision Reference DRN-4680890
22 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4680890 The complaint Miss M is complaining about Monzo Bank Ltd because it defaulted her account at a time when she was agreeing a repayment plan to pay back money she owed. She’s also dissatisfied with the service she received, particularly delays in responding to her emails. What ha... (4 pages)View decision -
Decision Reference DRN-4502854
21 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4502854 The complaint L complains that Monzo Bank Ltd did not refund the £4,500 he lost to a scam. What happened L is a limited company, and Mr B has brought the complaint on its behalf, so I’ll mostly refer to him throughout the decision. Both parties are aware of the circumstances of... (4 pages)View decision -
Decision Reference DRN-4673812
21 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4673812 The complaint Miss A has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In spring 2023, Miss A was contacted by a scammer posing as a recruiter from a genuine firm. They “hired” her to complete daily tasks on an onli... (3 pages)View decision -
Decision Reference DRN-4660489
21 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4660489 The complaint Mrs M complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In August 2023, Mrs M was looking for work and was contacted by someone who said they worked for a marketing company that was hiring. She was told ... (3 pages)View decision -
Decision Reference DRN-4697937
21 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4697937 The complaint Mr E complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In July 2022, Mr E saw some trainers he was interested in buying advertised on a social media platform. He says he saw the seller had a good number of... (9 pages)View decision -
Decision Reference DRN-4622959
20 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4622959 The complaint Mr O has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr O was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record with CIFAS. ... (2 pages)View decision -
Decision Reference DRN-4663745
20 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4663745 The complaint Miss I complains that Monzo Bank Ltd won’t reimburse her the money she transferred to a fraudster. What happened Miss I has explained that she received contact from an individual claiming to work as an online travel assistant (but who was in fact a fraudster) via ... (3 pages)View decision -
Decision Reference DRN-4695434
20 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4695434 The complaint Mr E complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he fell victim to a scam. What happened Mr E is represented in this case but for ease I’ll refer to Mr E throughout this decision. Mr E says that he saw an advert on social media prom... (5 pages)View decision
