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 2101 results
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Decision Reference DRN-4498380
31 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4498380 The complaint X complains about Monzo Bank Ltd. They say that Monzo didn’t do enough to protect them when they became the victim of a scam and would like it to refund the money that was lost. What happened X was contacted via the social media platform ‘Telegram’ by an individua... (4 pages)View decision -
Decision Reference DRN-4788535
31 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4788535 The complaint Mrs L has a current account with Monzo Bank Ltd. In November 2023, she fell victim to a fraud and sent just under £8,000 to a fake investment scheme. She sent the money from her Monzo account. Mrs L thinks that Monzo should have stopped her sending the money. It d... (6 pages)View decision -
Decision Reference DRN-4812303
31 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4812303 The complaint Miss I complains that Monzo Bank Ltd did not refund the payments she lost to a scam. What happened Miss I was contacted on an employment website with a job opportunity. It was in hotel booking management and she would need to pay deposits to book hotel rooms. In o... (5 pages)View decision -
Decision Reference DRN-4826753
31 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4826753 The complaint Mr J is unhappy after he says he was the victim of a scam and Monzo Bank Ltd decided not to refund him. What happened Mr J says he found A (a mutual friend through social media) who was sharing posts about his business L. L was developing properties and needed inv... (5 pages)View decision -
Decision Reference DRN-4577352
31 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4577352 The complaint Mr C complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The background of this co... (3 pages)View decision -
Decision Reference DRN-4554866
31 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4554866 The complaint Mrs A complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mrs A was selling... (2 pages)View decision -
Decision Reference DRN-4722223
30 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4722223 The complaint Ms A complains that Monzo Bank Ltd hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well known to all parties and so I’ll not go into extensive detail here. Ms A was looking for employment opportunities. She wa... (6 pages)View decision -
Decision Reference DRN-4824893
30 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4824893 The complaint Mr K complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in an investment scam What happened What Mr K says: Mr K was contacted by someone via a business social media website – on 8 July 2023. The person said she was in the jewellery business and bega... (6 pages)View decision -
Decision Reference DRN-4821449
30 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4821449 The complaint Mr F complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost after falling victim to a scam. What happened Mr F’s complaint has been brought by a professional representative. As the account is in Mr F’s name, I’ll refer to him throughout the decisio... (5 pages)View decision -
Decision Reference DRN-4823427
29 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4823427 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost when his wife, Mrs S, fell victim to an employment scam. Mr S is being represented by a claims management company in this complaint. What happened In March 2023, Mrs S fell victim to an employ... (4 pages)View decision
