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-4667961
7 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4667961 The complaint Miss T complains that Monzo Bank Ltd (“Monzo”) won’t refund transactions made from her account, which she says she didn’t authorise, as well as increases made to her overdraft. What happened Miss T opened an account with Monzo on 12 August 2022. A number of paymen... (4 pages)View decision -
Decision Reference DRN-4632468
7 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4632468 Complaint Ms V is unhappy that Monzo Bank Ltd didn’t reimburse her after she fell victim to a scam. Background The background to this complaint is well known to the parties, so I don’t intend to set it out in full here. Briefly, in December 2022, Ms V fell victim to an employme... (4 pages)View decision -
Decision Reference DRN-4646781
7 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4646781 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he fell victim to a scam. What happened Mr K is represented in this case but for ease I’ll refer to Mr K throughout this decision. Mr K says that he saw a job advert on social media w... (3 pages)View decision -
Decision Reference DRN-4654292
6 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4654292 The complaint Mr O complains that Monzo Bank Ltd have recorded a marker against him with the fraud prevention agency CIFAS. He’d like the entry removed. What happened For this complaint Mr O has appointed representatives, but for ease of reading I’ll only refer to Mr O througho... (3 pages)View decision -
Decision Reference DRN-4538906
5 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4538906 The complaint Ms N is unhappy Monzo Bank Ltd (“Monzo”) declined to refund the money she lost after she fell victim to a scam. What happened Ms N was looking for concert tickets online when she found the profile of someone selling the tickets she was looking for on a social netw... (4 pages)View decision -
Decision Reference DRN-4572354
5 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4572354 The complaint Mr W complains that Monzo Bank Ltd let him gamble recklessly again and again and at least twice turned off the block he’d requested on gambling transactions when Monzo knew he had a gambling problem. He said he’s had no support from Monzo. What happened Mr W has s... (3 pages)View decision -
Decision Reference DRN-4600521
5 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4600521 The complaint Miss M complains that Monzo Bank Ltd trading as Monzo 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... (4 pages)View decision -
Decision Reference DRN-4563421
5 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4563421 The complaint Mr M complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to bo... (7 pages)View decision -
Decision Reference DRN-4632842
5 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4632842 The complaint Mr S complains that Monzo Bank Ltd won’t reimburse him the money he transferred to a fraudster. What happened Mr S has explained that he received contact from who he believed was a recruitment company (but was in fact a fraudster) via an instant messaging app, off... (5 pages)View decision -
Decision Reference DRN-4661601
5 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4661601 The complaint Miss O complains that Monzo Bank Ltd (“Monzo”) failed to refund a transaction she didn’t recognise. What happened What Miss O says Miss O explained that she was in a relationship at the time and believes her partner used her Monzo card to make a payment from her a... (4 pages)View decision
