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 2131 results
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Decision Reference DRN-4577797
24 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4577797 The complaint Mr M is unhappy that Monzo Bank Ltd defaulted his account What happened Mr M had an account with Monzo which was overdrawn. On 3 February 2023, Mr M received an email from Monzo which explained that he needed to make a payment towards his account of at least £40 b... (3 pages)View decision -
Decision Reference DRN-4482386
24 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4482386 The complaint Mr C is unhappy that Monzo Bank Ltd have restricted his access to their banking app. What happened To briefly summarise: Monzo asked Mr C to provide some information to them about his income and employment. Mr C didn’t want to provide that information to Monzo, an... (3 pages)View decision -
Decision Reference DRN-4531250
24 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4531250 The complaint Mr D complains about the service he received from Monzo Bank UK PLC (“Monzo”). He says Monzo failed to place a block on his account to prevent him making payments to an external account he used to gamble from and this resulted in gambling losses of over £20,000. M... (3 pages)View decision -
Decision Reference DRN-4577318
24 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4577318 The complaint Mr R is a sole trader, trading as F. He complains that Monzo Bank Ltd did not reimburse the money he transferred to a fraudster. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties ... (5 pages)View decision -
Decision Reference DRN-4553645
23 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4553645 The complaint Mr I has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In spring 2023, Mr I fell victim to a task scam after responding to a job advert on social media. Over the course of about a week, he was persuaded... (3 pages)View decision -
Decision Reference DRN-4530031
23 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4530031 The complaint Mr S complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam company, 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 kno... (6 pages)View decision -
Decision Reference DRN-4545434
23 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4545434 The complaint Mr W and Ms W complain that Monzo Bank Ltd (‘Monzo’) won’t refund the money they lost after falling victim to a scam. The complaint was brought by a representative for Mr W and Ms W, but the Monzo account is held in Ms W’s sole name. For simplicity, I’ll refer to ... (5 pages)View decision -
Decision Reference DRN-4488403
19 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4488403 The complaint Mr A complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In late 2022, Mr A was looking to arrange a visa to allow him to remain in the country after he finished his academic degree. A friend of his introduc... (5 pages)View decision -
Decision Reference DRN-4509526
19 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4509526 The complaint Mr T complains Monzo Bank Ltd (Monzo) failed to refund him for transactions on his account he says he didn’t make. What happened Mr T says four transactions were made on his Monzo account on 27 May 2023 totally an amount of £720.80 – which he says are fraudulent. ... (2 pages)View decision -
Decision Reference DRN-4555646
19 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4555646 The complaint Miss H has a current account with Monzo Bank Ltd. In July 2022, she owned a van which needed a major repair. A man contacted her through social media and told her he could arrange the repair for her. She transferred just under £2,000 to him from her Monzo account.... (4 pages)View decision
