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-4321674
3 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4321674 The complaint Miss N complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost in a scam. What happened Miss N received a message from someone who claimed to be from a recruitment company. The message said there were a number of vacancies and flexible working was ... (2 pages)View decision -
Decision Reference DRN-4408316
3 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4408316 The complaint Mr K complains Monzo Bank Ltd irresponsibly lent him money on a loan, overdraft and a credit card account when he was gambling heavily. What happened In May 2022 Mr K applied for: A loan for £2,300 to be repaid over 12 months – applied for on 8 May 2022 A £2,000... (3 pages)View decision -
Decision Reference DRN-4466196
2 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4466196 The complaint Mrs O has complained that Monzo Bank Ltd won’t refund transactions she says she didn’t make or otherwise authorise. What happened In spring 2023, several payments were made using Mrs O’s Monzo card, via the Apple Pay and Google Pay tokens registered to her phone. ... (2 pages)View decision -
Decision Reference DRN-4490401
2 Jan 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-4490401 The complaint Mr I says Monzo Bank Ltd (“Monzo”) didn’t carry out appropriate checks when lending to him. What happened Mr I made an application for a personal loan in November 2022. Monzo approved the application and agreed to lend Mr I £25,000 over 60 months. The monthly repa... (3 pages)View decision -
Decision Reference DRN-4403657
2 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4403657 The complaint Mr M complains that Monzo Bank Ltd are holding him liable for transactions on his account which he didn’t make. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events ... (4 pages)View decision -
Decision Reference DRN-4329507
31 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4329507 The complaint Mr S complains that Monzo Bank Ltd refuses to refund the money he lost to an investment scammer. What happened In October 2022, Mr S was introduced to an investment company I’ll call ‘C’ by an individual (the scammer) he’d met on a dating website. The scammer exp... (4 pages)View decision -
Decision Reference DRN-3213761
21 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3213761 The complaint Miss S complains about Monzo Bank Ltd closing her bank account without giving a reason. What happened Miss S held a personal bank account with Monzo and between December 2020 and August 2021 she liaised with Monzo due to some difficulties with her account. These i... (2 pages)View decision -
Decision Reference DRN-4492684
21 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4492684 Complaint Mr C is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background In August 2023, Mr C paid £618 to an individual selling a DJ controller on a popular social media site. He was told the goods would be sent to him, but he didn’t receiv... (2 pages)View decision -
Decision Reference DRN-4230889
21 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4230889 The complaint Miss G complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. Miss G is being represented by a third party. To keep things simple, I will refer to Miss G throughout my decision. What happened The background of ... (4 pages)View decision -
Decision Reference DRN-4510280
21 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4510280 The complaint Mr A complains that Monzo Bank Ltd (“Monzo”) won’t refund over £11,000 he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr A fell victim to a fake job scam af... (4 pages)View decision
