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-4275356
31 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4275356 The complaint Mrs M and Mr M are unhappy that Monzo Bank Ltd charged them interest on a portion of an overseas cash withdrawal. What happened Mrs M and Mr M withdrew £207 from an ATM while holidaying in the Caribbean and found that they’d incurred a 3% charge on £7 of that with... (3 pages)View decision -
Decision Reference DRN-3906723
28 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3906723 The complaint Miss D complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In August 2022, Miss D was looking for a property to rent and found one she was interested in listed on an online marketplace. She spoke to the es... (4 pages)View decision -
Decision Reference DRN-4251137
27 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4251137 The complaint Mr O complains that Monzo Bank Ltd won’t refund money he lost when he was the victim of a scam. Mr O is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key... (6 pages)View decision -
Decision Reference DRN-4267004
26 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4267004 The complaint Mrs T complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost in a scam. What happened Mrs T is represented in this complaint but for ease I’ll mainly refer to Mrs T. Mrs T says that she saw a link on a local social media page to an article from a ... (6 pages)View decision -
Decision Reference DRN-4195847
26 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4195847 The complaint Mr G complains that Monzo bank Ltd closed blocked and closed his bank account. He is also unhappy that Monzo have not sent him copies of his account statements and wants compensation. What happened Mr G had an account with Monzo. In July 2022, Monzo reviewed Mr G’... (3 pages)View decision -
Decision Reference DRN-3994421
26 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3994421 The complaint Mr and Mrs H complain that Monzo Bank Ltd (‘Monzo’) haven’t refunded them after they were the victims of a scam. What happened Mr and Mrs H have a joint account with Monzo. As it was Mrs H who fell victim to the scam, I’ll mainly refer to her in this decision. On ... (4 pages)View decision -
Decision Reference DRN-4209368
24 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4209368 The complaint Miss R has complained that Monzo Bank Ltd registered a marker against her at CIFAS, the national fraud database. What happened Both sides are most familiar with the case, so I’ll summarise what happened in brief. In March 2021, Miss R’s Monzo account received a cr... (4 pages)View decision -
Decision Reference DRN-4258788
21 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4258788 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In late 2021, a friend of Mr M’s introduced him to an app they had been using. The app allowed users to buy different packages of tasks – which were t... (5 pages)View decision -
Decision Reference DRN-4249078
20 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4249078 The complaint Miss R complains that Monzo Bank Ltd (“Monzo”) refuses to refund her losses after she fell victim to a scam. Miss R is represented by a claims management company. What happened Miss R saw a link online for an advert for a cryptocurrency company. She saw some revie... (4 pages)View decision -
Decision Reference DRN-3963950
19 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3963950 The complaint Mr O complains that Monzo Bank Ltd added a marker about him to CIFAS, the national fraud database, when it closed his account. What happened Mr O says that he found out about the marker when he tried to open an account elsewhere. He says he wasn’t involved in any ... (4 pages)View decision
