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 1868 results
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Decision Reference DRN-4229769
22 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4229769 The complaint Mr M and Ms Y complain that Monzo Bank Ltd refused their application for a joint bank account and wouldn’t explain it reasons for doing so. They want to know why Monzo failed to respond to their request for more information for 77 days. I have just referred to Mr ... (2 pages)View decision -
Decision Reference DRN-3915362
21 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3915362 The complaint Mr C complains that Monzo Bank Ltd (“Monzo”) have failed to refund over £4,300 he lost to a cryptocurrency investment scam in November 2021. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focu... (2 pages)View decision -
Decision Reference DRN-3922405
18 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3922405 The complaint Mrs B complains that Monzo Bank Ltd won’t refund money she lost as a result of a scam. What happened Mrs B was looking for work. She found an advert on a popular social media website and began communicating with someone claiming to represent a company that I’ll ca... (4 pages)View decision -
Decision Reference DRN-4120631
18 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4120631 The complaint Mr A complains that Monzo Bank Ltd (Monzo) closed his account without notice and wrongly recorded his details on the Credit Industry Fraud Avoidance System (CIFAS). He would like the CIFAS marker to be removed as it is impacting his life including his ability to f... (3 pages)View decision -
Decision Reference DRN-4282583
16 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4282583 The complaint Mr L has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In summer 2022, Mr L saw an advert on social media for a cryptocurrency investing website. He gave the website his contact details and entered into... (3 pages)View decision -
Decision Reference DRN-4303554
16 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4303554 The complaint Mr B complains that Monzo Bank Ltd will not refund money he lost to an investment scam. For the purposes of this decision, all reference to Mr B includes his representative. What happened This complaint concerns a series of payments that Mr B attempted in Septembe... (4 pages)View decision -
Decision Reference DRN-4075487
15 Aug 2023 Monzo Bank Ltd UpheldConsumer CreditDRN-4075487 The complaint Mr C is unhappy that Monzo Bank Ltd recorded adverse information on his credit file. What happened Mr C had a standing order set up on his Monzo account to pay a loan also with Monzo. But there was an issue with a payment which meant that a payment to the loan was... (2 pages)View decision -
Decision Reference DRN-4299215
15 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4299215 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) won’t refund transactions on his current account that he didn’t make or otherwise authorise. What happened At the start of January 2023, Mr S contacted Monzo and disputed all the transactions to a gambling site which we... (3 pages)View decision -
Decision Reference DRN-4263648
15 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4263648 The complaint Miss G complains that Monzo Bank Ltd didn’t give her appropriate advice when it agreed to “breathing space”. What happened Miss G says she was in financial difficulties and asked Monza for help. She says she was given “breathing space” but says it wasn’t made clea... (2 pages)View decision -
Decision Reference DRN-4162497
8 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4162497 The complaint Mr A is unhappy with how Monzo Bank Ltd requested information about his occupation. What happened Monzo wrote to Mr A and asked him to provide some personal information which Monzo needed to keep updated to comply with their regulatory obligations. This informatio... (3 pages)View decision
