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-4506298
14 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsThe complaint Mr M complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Mr M was introduced to a cryptocurre... (3 pages)View decision -
Decision Reference DRN-4652603
14 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4652603 The complaint Mrs G complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened Mrs G was the victim of a job task scam after being contacted on a mobile messaging service app. She was told that she could earn commission from c... (6 pages)View decision -
Decision Reference DRN-4676062
14 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4676062 The complaint Mrs S complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost after falling victim to a scam. What happened Mrs S’s complaint has been brought by a professional representative, but as the account is in Mrs S’s name – I’ll refer to her throughout th... (6 pages)View decision -
Decision Reference DRN-4671106
13 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4671106 The complaint Mr O complains that Monzo Bank Ltd (Monzo) won't refund the money he lost when he fell victim to a scam. What happened Mr O was actively looking for work when he was contacted on a messaging app by someone who said they were an employee of a recruitment compa... (5 pages)View decision -
Decision Reference DRN-4657553
13 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4657553 The complaint Mr G complains about lending given to him by Monzo Bank Ltd, and its handling of his relationship with it. What happened On 8 October 2022, Mr G applied for a Flex account with Monzo. It was agreed and he was given a £500 credit limit. On 28 October 2022, he asked... (5 pages)View decision -
Decision Reference DRN-4624658
12 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4624658 The complaint Mrs R is unhappy with the service she’s received from Monzo Bank Ltd surrounding a request she made to close her account. What happened Mrs R asked Monzo to close her Monzo account because she had never wanted it and had never used it. Monzo didn’t close her accou... (2 pages)View decision -
Decision Reference DRN-4421995
12 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4421995 The complaint Miss L complains that Monzo Bank Ltd won’t refund money she lost to an investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving the reasons for my decision. What I’ve deci... (2 pages)View decision -
Decision Reference DRN-4660938
12 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4660938 The complaint Mr B complains that Monzo Bank Ltd won’t reimburse him after he fell victim to a scam What happened Both parties are aware of the circumstances surrounding this complaint, so I won’t repeat them in full here. But briefly, both parties accept that in February 2023,... (4 pages)View decision -
Decision Reference DRN-4675260
11 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4675260 The complaint Mr B complains Monzo Bank Ltd trading as Monzo didn’t do enough to protect him when he fell victim to two scams. What happened Mr B has an account with Monzo. Mr B says he made payments of approximately £300,000 to what he believed was an investment. In fact, Mr B... (2 pages)View decision -
Decision Reference DRN-4674895
11 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4674895 The complaint Mr S is unhappy that Monzo Bank Limited (‘Monzo’) won’t refund money he paid to a third party. What happened Mr S says that he knew someone I’ll refer to as G in this decision through a spiritual group. He says that G contacted him saying he was in a bad state fin... (3 pages)View decision
