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 2651 results
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Decision Reference DRN-5152947
18 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5152947 The complaint Mrs S complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by an investment 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... (5 pages)View decision -
Decision Reference DRN-4862476
15 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4862476 The complaint Mr M complains that Monzo Bank Ltd (Monzo) have unfairly applied a fraud prevention marker against him. He’d like it removed. Mr M is represented by his mother, Mrs M. What happened The facts of this complaint are well known to both parties, so I’ve only provid... (3 pages)View decision -
Decision Reference DRN-5149678
15 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5149678 The complaint Mr D complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a safe account scam. What happened Mr D has an account with Monzo and an account with an electronic money institution who I’ll refer to as “R” throughout the rest of this decis... (3 pages)View decision -
Decision Reference DRN-4793731
15 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4793731 The complaint Mr J complains that Monzo Bank Ltd hasn’t refunded payments on his account that he’s reported as unauthorised. What happened Mr J is unhappy that Monzo has held him liable for two payments that were made from his account as part of a bank impersonation scam. Mr... (3 pages)View decision -
Decision Reference DRN-5138915
15 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5138915 The complaint Mr H complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he 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, Mr H received a... (3 pages)View decision -
Decision Reference DRN-5052491
14 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5052491 The complaint Miss A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A had held an account with Monzo since October 2021. In 2024 Miss A was told by Monzo that they were closing her account. T... (2 pages)View decision -
Decision Reference DRN-5143089
14 Nov 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-5143089 The complaint Mr C complains that Monzo Bank Ltd lent irresponsibly when it approved his loan application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr C applied for a loan with Monzo in Septemb... (3 pages)View decision -
Decision Reference DRN-5106580
14 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5106580 The complaint Mr W complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr W has an account with Monzo that he says he opened during this scam at the suggestion of the scam. Mr W says he decided to invest in crypto... (2 pages)View decision -
Decision Reference DRN-5007143
13 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5007143 The complaint Mr M complains Monzo Bank Ltd registered a fraud marker at Cifas, the national fraud database. He doesn’t think it’s done so fairly. What happened A summary of what happened is below. Mr M held an account with Monzo. On 13 January 2024, the account received a... (3 pages)View decision -
Decision Reference DRN-4827113
13 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4827113 The complaint Miss H complains that Monzo Bank Ltd (Monzo) hasn’t fully refunded payments totalling £2,700 made from her account in January 2024. She’s also unhappy with how Monzo dealt with things. What happened The background to this complaint is well known to both parti... (4 pages)View decision