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 1885 results
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Decision Reference DRN-4266863
25 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4266863 The complaint Mr R complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he 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, Mr R joined a popul... (4 pages)View decision -
Decision Reference DRN-4524584
24 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4524584 The complaint Mr K complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a job scam. What happened Mr K, who has a representative, has an account with Monzo Bank and an account elsewhere. Mr K says he was looking for work when he received a message fro... (5 pages)View decision -
Decision Reference DRN-4541448
24 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4541448 The complaint Mr T has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr T was told by Monzo that they were closing his account as they believed he was acting against the terms and conditions. Th... (2 pages)View decision -
Decision Reference DRN-4521998
24 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4521998 The complaint Mr P has complained Monzo Bank Ltd didn’t cancel recurring transactions on his account as he requested in June 2022. What happened As Mr P was going into prison, he asked Monzo to cancel payments from his account whilst he was away. He also wanted them to assist i... (2 pages)View decision -
Decision Reference DRN-4577797
24 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4577797 The complaint Mr M is unhappy that Monzo Bank Ltd defaulted his account What happened Mr M had an account with Monzo which was overdrawn. On 3 February 2023, Mr M received an email from Monzo which explained that he needed to make a payment towards his account of at least £40 b... (3 pages)View decision -
Decision Reference DRN-4482386
24 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4482386 The complaint Mr C is unhappy that Monzo Bank Ltd have restricted his access to their banking app. What happened To briefly summarise: Monzo asked Mr C to provide some information to them about his income and employment. Mr C didn’t want to provide that information to Monzo, an... (3 pages)View decision -
Decision Reference DRN-4531250
24 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4531250 The complaint Mr D complains about the service he received from Monzo Bank UK PLC (“Monzo”). He says Monzo failed to place a block on his account to prevent him making payments to an external account he used to gamble from and this resulted in gambling losses of over £20,000. M... (3 pages)View decision -
Decision Reference DRN-4577318
24 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4577318 The complaint Mr R is a sole trader, trading as F. He complains that Monzo Bank Ltd did not reimburse the money he transferred to a fraudster. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties ... (5 pages)View decision -
Decision Reference DRN-4553645
23 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4553645 The complaint Mr I has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In spring 2023, Mr I fell victim to a task scam after responding to a job advert on social media. Over the course of about a week, he was persuaded... (3 pages)View decision -
Decision Reference DRN-4530031
23 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4530031 The complaint Mr S complains that Monzo Bank Ltd 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 to it. What happened The detailed background to this complaint is well kno... (6 pages)View decision
