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-4522374
19 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4522374 The complaint Mrs S complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in an investment scam. What happened What Mrs S says: Mrs S opened a new account with Monzo in September 2022. She became interested in investing in cryptocurrency and noticed a trader was adv... (5 pages)View decision -
Decision Reference DRN-4409353
19 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4409353 The complaint Mr C is unhappy that Monzo Bank Ltd (“Monzo”) hasn’t refunded him the money he lost due to a scam. What happened The circumstances that led to this complaint are well known to both parties, so I won't repeat them in detail here. But in summary between 17 Nov... (4 pages)View decision -
Decision Reference DRN-4319057
18 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4319057 The complaint Mr P complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost when he fell victim to an investment scam. What happened The details of what happened are well known to both parties and have also been previously set out by the investigator. So, I won’t repe... (3 pages)View decision -
Decision Reference DRN-4487955
15 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4487955 The complaint Mr S complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like Monzo to refund him the money he has lost. What happened Mr S was contacted via WhatsApp by a company offering employment thr... (4 pages)View decision -
Decision Reference DRN-4399442
15 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4399442 The complaint Mr B is unhappy Monzo Bank Ltd (“Monzo”) won’t refund him the money he lost as a result of a scam. What happened The details of this scam are well known to both parties, so I have only summarised the key events here: In February 2023, Mr B made an online payment t... (4 pages)View decision -
Decision Reference DRN-4436933
15 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4436933 The complaint Miss P complains that Monzo Bank Ltd (Monzo) won’t refund the money she lost as a result of a scam. Miss P has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For consistency, I’ll refer to Mi... (5 pages)View decision -
Decision Reference DRN-4240578
14 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4240578 The complaint Miss F complains that Monzo Bank Ltd (“Monzo”) won’t reimburse two payments sent from her account which she didn’t make or otherwise authorise. What happened The detailed background to this complaint is well known to both parties, so I won’t repeat it again here. ... (3 pages)View decision -
Decision Reference DRN-4379328
14 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4379328 The complaint Mr W is unhappy Monzo Bank Ltd won’t reimburse him for the money he lost when he fell victim to a scam. What happened Mr W was contacted unexpectedly by someone on a messaging app and struck up a friendship with them. They discussed cryptocurrency investments – wh... (6 pages)View decision -
Decision Reference DRN-4514485
14 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4514485 The complaint Miss S complains that Monzo Bank Ltd irresponsibly gave her an overdraft she couldn’t afford to repay. What happened In March 2021, Miss S applied for a current account with Monzo and requested an overdraft facility on the account of £300. Monzo accepted her appli... (3 pages)View decision -
Decision Reference DRN-4484020
13 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4484020 The complaint Mr N, who is represented by a claims management company, complains Monzo Bank Ltd didn’t do enough to protect him when he was the victim of a fraud. What happened Mr N opened a Monzo account in February 2019, around the time he came to the UK. His account is now c... (3 pages)View decision
