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 2125 results
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Decision Reference DRN-4604647
18 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4604647 The complaint Miss O complains that Monzo Bank Ltd (‘Monzo’) won’t refund a payment she made. What happened In 2023, Miss O made a payment to someone she met online. Miss O says they’d been communicating for around five months, and he told her that he was affiliated with a bett... (2 pages)View decision -
Decision Reference DRN-4446012
16 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4446012 The complaint Mr W – who has a representative – complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr W has a current account with Monzo which he opened in late 2019. He’s a company director and at the time of this ... (3 pages)View decision -
Decision Reference DRN-4194806
15 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4194806 The complaint Mr H is unhappy Monzo Bank Ltd didn’t intervene on payments he sent to a scammer. He says the bank ought to have flagged the transactions as suspicious, and had it intervened the loss would have been prevented. What happened In early 2022 Mr H was introduced to an... (3 pages)View decision -
Decision Reference DRN-4469976
15 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4469976 The complaint Miss P complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she 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, Miss P came acro... (6 pages)View decision -
Decision Reference DRN-4625176
15 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4625176 The complaint Miss S complains Monzo Bank Ltd defaulted her credit card account without telling her how to repay the overdue balance. What happened Miss S says Monzo applied a default to her account but never told her this would happen. She says she sent emails to Monzo regardi... (2 pages)View decision -
Decision Reference DRN-4626043
15 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4626043 The complaint Mr L complains Monzo Bank Ltd hasn’t provided him with support while he’s been in financial difficulties; and that it continued to charge him interest on an overdraft facility. What happened Monzo provided Mr L with a £1,000 overdraft facility in May 2019. Mr L co... (4 pages)View decision -
Decision Reference DRN-4597387
14 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4597387 The complaint Mrs A complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by a scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to both parties... (5 pages)View decision -
Decision Reference DRN-4552024
14 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4552024 The complaint Mrs M complains Monzo Bank Ltd (“Monzo”) refuses to refund her for transactions on her account she says she didn’t make. What happened Mrs M says two transactions, one for £1500 and one for £500, were made on her account on 9 February 2023 and 25 March 2023 respec... (2 pages)View decision -
Decision Reference DRN-4672024
14 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4672024 The complaint Mrs C complains that Monzo Bank Ltd failed to do enough to protect her when she fell victim to a cryptocurrency investment scam. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mrs C has ex... (8 pages)View decision -
Decision Reference DRN-4559071
14 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4559071 The complaint Mr M complains that Monzo Bank Ltd won’t refund money he lost when he was a victim of a scam. Mr M is represented by a firm I’ll refer to as ‘R’. What happened Your text here The background to this complaint is well known to both parties and so I’ll only refer to ... (7 pages)View decision
