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-4601029
20 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4601029 The complaint Mr G complains Monzo Bank Ltd (“Monzo”) refuses to refund him for transactions on his account he says he wasn’t responsible for. What happened Mr G disputes two transactions on his account made on 1 June 2023 totalling £297.98. Mr G says these are fraudulent as he... (2 pages)View decision -
Decision Reference DRN-4596647
20 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4596647 The complaint Mr H complains Monzo Bank Ltd (“Monzo”) refuses to refund him for transactions on his account he says he didn’t make. What happened Mr H says several transactions were made on his account totalling £4,350 on 29 March 2023, which he didn’t make. Monzo says it think... (2 pages)View decision -
Decision Reference DRN-4632556
20 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4632556 The complaint Mr S complains Monzo Bank Ltd unfairly loaded a CIFAs marker on the National Fraud Database. He wants the marker removed and compensation. What happened Mr S opened an account with Monzo in December 2020. In January 2021 Monzo reviewed his account, closed it, and ... (3 pages)View decision -
Decision Reference DRN-4423172
20 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4423172 The complaint Ms K complains Monzo Bank Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened Ms K, who has a representative, has an account with Monzo Bank. Ms K says she was looking for a way to supplement her income when she received a message... (5 pages)View decision -
Decision Reference DRN-4628705
17 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4628705 The complaint Mr O complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to a scam. He is represented in his complaint by a claims management company (CMC). What happened The background to this complaint is well known to all parties and so I won’t set out exten... (3 pages)View decision -
Decision Reference DRN-4597342
16 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4597342 The complaint Mrs L complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in a scam. What happened What Mrs L says: Mrs L is represented by a third-party firm of solicitors. She says she was in a low paid job and her hours had been cut – so she was struggling. In De... (6 pages)View decision -
Decision Reference DRN-4511722
16 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4511722 The complaint Mr M complains that Monzo Bank Ltd unfairly decided he is liable for disputed payments from his account. What happened In January last year, Mr M says he noticed several transfers from his account that he says he didn’t authorise. All the payments took place over ... (4 pages)View decision -
Decision Reference DRN-4604165
16 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4604165 The complaint Mr G complains that Monzo Bank Ltd (“Monzo”) didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam. What happened The detailed background to this complaint is well... (3 pages)View decision -
Decision Reference DRN-4317315
15 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4317315 The complaint Miss A complains that Monzo Bank Ltd won’t refund payments she didn’t make. What happened Miss A fell victim to a scam. She was tricked into sharing her card details and approving payments under the guise she’d receive a payment for an item she thought she’d sold... (3 pages)View decision -
Decision Reference DRN-4588917
15 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4588917 The complaint Mr M has complained about the security identification process that Monzo Bank Ltd has asked him to complete in order for him to use its banking app. What happened In June 2022 Mr M had to reset his phone, and this resulted in his Monzo app no longer working. He co... (3 pages)View decision
