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 2131 results
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Decision Reference DRN-4796463
14 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4796463 The complaint Ms B complains Monzo Bank Ltd didn’t do enough to protect her when she fell victim to an investment scam. What happened Ms B has a current account with Monzo and has been a customer for over three years. Ms B says she saw a friend’s post on a well-known social med... (2 pages)View decision -
Decision Reference DRN-4678675
14 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4678675 The complaint Mr C complains Monzo Bank Ltd refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr C says he lost his phone while on the bus on 6 September 2023. It was handed in and he collected it from a bus terminal... (2 pages)View decision -
Decision Reference DRN-4771990
14 May 2024 Monzo Bank Ltd Not upheldConsumer CreditDRN-4771990 Complaint Mr S has complained about a personal loan Monzo Bank Limited (“Monzo”) provided to him. He’s effectively said that the loan was unaffordable for him and so it should never have been provided in the first place. Background Mr S also complained about an overdraft which ... (3 pages)View decision -
Decision Reference DRN-4769535
13 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4769535 The complaint Miss G complains 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 all here, But briefly, and b... (4 pages)View decision -
Decision Reference DRN-4793260
13 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4793260 The complaint Mrs A complains that Monzo Bank Ltd has failed to refund money she lost to a scam. What happened In January 2023, Mrs A was contacted by someone who said they worked for a recruitment firm, advising her of a job opportunity. Mrs A was told the job involved her com... (3 pages)View decision -
Decision Reference DRN-4762684
10 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4762684 The complaint Mrs R is unhappy Monzo Bank Ltd (“Monzo”) won’t refund the money she lost as a result of a third-party scam. What happened The circumstances that led to this complaint are well known to the parties, so I won’t repeat them in detail here. But, in summary Mrs R fell... (3 pages)View decision -
Decision Reference DRN-4553587
10 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4553587 The complaint Miss P complains Monzo Bank Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened Miss P, who has a representative, has an account with Monzo Bank and an account elsewhere. Miss P says she was looking for work when she received a me... (5 pages)View decision -
Decision Reference DRN-4734568
10 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4734568 The complaint Mrs K complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In November 2023, Mrs K was looking for work and received a number of text messages from someone who said they worked for a recruitment company. Th... (6 pages)View decision -
Decision Reference DRN-4710752
9 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4710752 The complaint Mr G has complained that Monzo Bank Ltd blocked his account. He is also unhappy with the security identification process that Monzo asked him to complete in order for him to use its banking app. What happened The detailed background of this complaint is well known... (3 pages)View decision -
Decision Reference DRN-4673602
9 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4673602 The complaint Miss M complains that Monzo Bank Ltd has declined to refund money she lost to a scam. What happened Miss M fell victim to a fake job scam after she was contacted on a messaging app – I will call the scammer ‘Z’. Z told Miss M that she would be paid for completing ... (3 pages)View decision
