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 2129 results
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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 -
Decision Reference DRN-4572311
5 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4572311 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 -
Decision Reference DRN-4489758
4 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4489758 The complaint Miss B complains Monzo Bank Ltd (“Monzo”) refuses to refund her for a transaction on her account she says she didn’t make. What happened Miss B says she is not responsible for a transaction made from her account on 5 March 2023 for the amount of £793.22. Miss B sa... (2 pages)View decision -
Decision Reference DRN-4547611
4 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4547611 The complaint Mr K is unhappy that Monzo Bank Ltd restricted his account temporarily. What happened Mr K logged into his banking app for his Monzo account via a new device. He said he successfully completed its verification checks, but his account was blocked moments after. Unh... (2 pages)View decision -
Decision Reference DRN-4638513
4 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4638513 The complaint Mr A complains that Monzo Bank Ltd won’t refund money he lost when he fell victim to a car purchase scam. Mr S is being represented by a claims management company in his complaint. What happened The background to this complaint is well-known to both parties, so I ... (5 pages)View decision -
Decision Reference DRN-4577523
4 Mar 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-4577523 Complaint Miss M is unhappy with what Monzo Bank Ltd (“Monzo”) has agreed to do to put things right after she complained about having been irresponsibly provided with a loan. Background Miss M has also complained about having been provided with an overdraft by Monzo. But we’ve ... (3 pages)View decision -
Decision Reference DRN-4448705
1 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4448705 The complaint Mr C is unhappy that Monzo Bank Ltd hasn’t refunded him the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. What happened The details of this complaint have been laid out in detail by our Investigator and are well known to both parti... (3 pages)View decision
