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 1910 results
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Decision Reference DRN-4577071
28 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4577071 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost when she was the victim of a scam. What happened Miss A says that a friend of hers referred her to a social media post about a company I’ll refer to as G in this decision that sells hot... (3 pages)View decision -
Decision Reference DRN-4553767
27 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4553767 The complaint Miss Y is unhappy that Monzo Bank Ltd won’t refund 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 summa... (3 pages)View decision -
Decision Reference DRN-4643079
26 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4643079 The complaint Mr S complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in a scam. What happened What Mr S says: Mr S is represented by a third-party firm of solicitors, but I refer to Mr S as the complainant. Mr S was looking to supplement his income and came acros... (6 pages)View decision -
Decision Reference DRN-4576828
26 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4576828 Complaint Mr S has complained that Monzo Bank Ltd (“Monzo”) irresponsibly provided him with an overdraft which it continued applying charges on even when he was in financial difficulty. Background One of our investigators looked at Mr S’ complaint and thought that Monzo hadn’t ... (4 pages)View decision -
Decision Reference DRN-4643579
24 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4643579 The complaint Mr A complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a job scam. What happened Mr A, who has a representative, has an account with Monzo Bank. Mr A says he was looking for ways of earning additional income to support his family when... (3 pages)View decision -
Decision Reference DRN-4604158
23 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4604158 The complaint Mrs D complains that Monzo Bank Ltd (“Monzo”) is refusing to refund her the amount she lost as the result of a scam. Mrs D is being represented by a third party. To keep things simple, I will refer to Mrs D throughout my decision. What happened The background of t... (3 pages)View decision -
Decision Reference DRN-4601981
23 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4601981 The complaint Miss D complains that Monzo Bank Ltd did not refund money paid for direct debits under the Direct Debit Guarantee (DDG) scheme. What happened Miss D contacted Monzo in order to get a refund under the DDG scheme for direct debits which she said were debited from he... (2 pages)View decision -
Decision Reference DRN-4604166
23 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4604166 The complaint Ms A complains that Monzo Bank Ltd won’t refund the full amount of money she lost after she says 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 det... (3 pages)View decision -
Decision Reference DRN-4546800
22 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4546800 The complaint Miss M complains that Monzo Bank Ltd won’t refund a payment she didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my dec... (3 pages)View decision -
Decision Reference DRN-4501236
22 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4501236 The complaint Miss H is unhappy that Monzo Bank Ltd won’t fully refund payments she didn’t make from her business account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving the reasons fo... (2 pages)View decision
