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-4240578
14 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4240578 The complaint Miss F complains that Monzo Bank Ltd (“Monzo”) won’t reimburse two payments sent from her account which she didn’t make or otherwise authorise. What happened The detailed background to this complaint is well known to both parties, so I won’t repeat it again here. ... (3 pages)View decision -
Decision Reference DRN-4379328
14 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4379328 The complaint Mr W is unhappy Monzo Bank Ltd won’t reimburse him for the money he lost when he fell victim to a scam. What happened Mr W was contacted unexpectedly by someone on a messaging app and struck up a friendship with them. They discussed cryptocurrency investments – wh... (6 pages)View decision -
Decision Reference DRN-4514485
14 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4514485 The complaint Miss S complains that Monzo Bank Ltd irresponsibly gave her an overdraft she couldn’t afford to repay. What happened In March 2021, Miss S applied for a current account with Monzo and requested an overdraft facility on the account of £300. Monzo accepted her appli... (3 pages)View decision -
Decision Reference DRN-4484020
13 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4484020 The complaint Mr N, who is represented by a claims management company, complains Monzo Bank Ltd didn’t do enough to protect him when he was the victim of a fraud. What happened Mr N opened a Monzo account in February 2019, around the time he came to the UK. His account is now c... (3 pages)View decision -
Decision Reference DRN-4426901
13 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4426901 The complaint Mr U complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like Monzo to refund him the money he has lost as a result. What happened In November 2022, Mr U received a WhatsApp message offer... (3 pages)View decision -
Decision Reference DRN-4071858
13 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4071858 The complaint Mr G complains Monzo Bank Ltd has refused to refund gambling transactions debited from his account while he had a gambling block turned on. What happened Mr G has a current account with Monzo, and in late June 2022 he turned on the gambling block for his account. ... (3 pages)View decision -
Decision Reference DRN-4104128
13 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4104128 The complaint Miss V complains that Monzo Bank Ltd didn’t treat her fairly when she fell victim to an investment scam in 2021. What happened In early July 2021, Miss V started chatting with someone she’d met on a dating site (I’ll refer to this individual as S). Over the course... (6 pages)View decision -
Decision Reference DRN-4474523
13 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4474523 The complaint Mr A has complained that Monzo Bank Ltd registered a marker against him at CIFAS, the national fraud database. What happened In spring 2022, Mr A received over £3,000 into his Monzo account. It came from a victim of crime who’d been defrauded into paying Mr A. Mr ... (2 pages)View decision -
Decision Reference DRN-4238242
13 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4238242 The complaint Mr R complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to a cryptocurrency investment scam. What happened The background to this complaint is well-known to both parties. I’ve discussed the merits of the complaint and the outcome with Mr R and ... (5 pages)View decision -
Decision Reference DRN-4176120
11 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4176120 The complaint Ms C through a representative complains that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. In November 2021 Ms C... (3 pages)View decision
