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-4568768
19 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4568768 The complaint Miss H complains that Monzo Bank Ltd (“Monzo”) won’t refund over £46,000 she lost to an investment scam. What happened Miss H fell victim to a cryptocurrency investment scam after she was cold called by a scam broker (“Z”) in March 2021. The broker showed her how ... (7 pages)View decision -
Decision Reference DRN-4520965
18 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4520965 The complaint Mr N complains that Monzo Bank Ltd (“Monzo”) failed to protect his account and refund transactions he didn’t make. What happened What Mr N says Mr N contacted Monzo and advised them that he wanted to report a number of transactions relating to a specific merchant ... (4 pages)View decision -
Decision Reference DRN-4567367
18 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4567367 The complaint F, a limited company, complains that Monzo Bank Limited didn’t do enough to prevent the loss it suffered when it sent money to a Monzo account as the result of a scam. Mr J (a director of F) brings the complaint on its behalf and has used a representative when doi... (3 pages)View decision -
Decision Reference DRN-4536846
18 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4536846 The complaint Miss I complains that Monzo Bank Ltd didn’t do enough to protect her when she was the victim of a crypto investment scam. Miss I is being supported by a representative, but for ease, I’ll refer to Miss I throughout this decision. What happened The background to th... (4 pages)View decision -
Decision Reference DRN-4483919
17 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4483919 The complaint Miss Z is unhappy that Monzo Bank Ltd will not refund the money she lost as the result of an authorised push payment (APP) scam. What happened Both parties are familiar with the details of the scam so I won’t repeat them in full here. In summary, Miss Z fell victi... (3 pages)View decision -
Decision Reference DRN-4340323
17 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4340323 The complaint Mr R complains that Monzo Bank Ltd unfairly closed his account and registered a CIFAS marker against him. CIFAS is the UK’s fraud alert service. What happened Mr R had an account with Monzo. In January 2023, a payment of £200, was made into Mr R’s account, with th... (4 pages)View decision -
Decision Reference DRN-4558251
15 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4558251 The complaint Miss F has complained Monzo Bank Ltd won’t refund her for transactions she didn’t make or authorise. What happened In December 2022, whilst working overseas, Miss F noticed numerous transactions to the same merchant. These totalled more than £1,110. She reported t... (3 pages)View decision -
Decision Reference DRN-4500376
15 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4500376 The complaint Mr A has complained Monzo Bank Ltd, trading as Monzo, won’t refund money he didn’t receive after using a cash machine. What happened In July 2023 Mr A used a cash machine to withdraw £120. He didn’t receive any money from the cash machine but noticed there was £10... (2 pages)View decision -
Decision Reference DRN-4523864
15 Jan 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-4523864 The complaint Mr C has a number of complaints against Monzo Bank Ltd. He says Monzo: irresponsibly lent him a loan. Didn’t block gambling transactions even though he applied a gambling block to his account. Provided poor customer service in the way it handled his complaint. ... (3 pages)View decision -
Decision Reference DRN-4368313
15 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4368313 The complaint Miss M complains about the way she was treated by Monzo Bank Ltd when she raised an issue with them about a payment on her account. What happened Miss M has told us that she can't read or write, and Monzo is aware of her needs in that respect. In April 2023 s... (2 pages)View decision
