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-4566026
1 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4566026 The complaint Mr M is unhappy that Monzo Bank Ltd closed his account and loaded and adverse fraud marker against his name. Mr M is represented, but for ease, I will refer to him throughout. What happened As both parties are familiar with the circumstances of this complaint, I’v... (4 pages)View decision -
Decision Reference DRN-4240653
1 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4240653 The complaint Mr W initially through a representative complains that Monzo Bank Ltd (“Monzo”) have failed to refund money that Mr W lost as part of an investment scam. What happened The circumstances of the matter are well known to both parties so I will not go into too much de... (2 pages)View decision -
Decision Reference DRN-4313128
29 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4313128 The complaint Mr M complains on behalf of V, a limited company he’s a director of, that Monzo Bank Ltd closed V’s account without notice. He’d like an explanation and compensation. What happened V had an account with Monzo. On 20 November 2022 V’s account was restricted and on ... (2 pages)View decision -
Decision Reference DRN-4288174
29 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4288174 The complaint Mr H complains that Monzo Bank Ltd closed his account without notice and lent irresponsibly to him. What happened In June 2021 Monzo approved Mr H’s overdraft application of £750, with two increases in August and September 2021. Monzo also approved a loan in March... (3 pages)View decision -
Decision Reference DRN-4641794
29 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4641794 The complaint Mr B is unhappy that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to a scam. Mr B is represented in this complaint by a solicitor, but for simplicity I will refer to Mr B throughout this decision, even when referencing what his representa... (5 pages)View decision -
Decision Reference DRN-4638817
29 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4638817 The complaint N, a sole trader, complains that Monzo Bank Ltd (“Monzo”) won’t refund the money it lost when it fell victim to a vehicle purchase scam. Miss B is acting on behalf on N and it was she who fell victim to the scam – so I have referred to her throughout this decision... (4 pages)View decision -
Decision Reference DRN-4643149
29 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4643149 The complaint Ms W is unhappy that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to a scam. Ms W is represented in this complaint by a solicitor, but for simplicity I will refer to Ms W throughout this decision, even when referencing what her represen... (5 pages)View decision -
Decision Reference DRN-4652499
29 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4652499 The complaint Mrs F complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded a payment she says she didn’t make or otherwise authorise. What happened Mrs F says that on 19 December 2022 she saw a mobile notification to say that she had an email regarding a payment request from a... (3 pages)View decision -
Decision Reference DRN-4562860
28 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4562860 The complaint Mr M complains Monzo Bank Ltd registered a fraud marker at CIFAS and closed his account. He doesn’t think it’s treated him fairly. What happened Mr M held an account with Monzo. On 12 June 2023, his account received a credit for £1,000. Shortly afterwards he trans... (3 pages)View decision -
Decision Reference DRN-4577071
28 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4577071 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost when she was the victim of a scam. What happened Miss A says that a friend of hers referred her to a social media post about a company I’ll refer to as G in this decision that sells hot... (3 pages)View decision
