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-4281502
1 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4281502 The complaint Mr K has complained that Monzo Bank Ltd didn’t do enough to protect him from fraud. What happened Both sides are familiar with the case, so I’ll summarise things in brief. Mr K received a letter from a debt collection agency in relation to a debt of circa £1,000 i... (3 pages)View decision -
Decision Reference DRN-4227671
1 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4227671 The complaint Mr R complains Monzo Bank Ltd (“Monzo”) won’t refund the money he lost after he fell victim to a cryptocurrency scam. What happened In early 2022, Mr R saw an advert online for a cryptocurrency investing platform with a dedicated account manager. Mr R reached out ... (4 pages)View decision -
Decision Reference DRN-4441557
1 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4441557 The complaint Mr D complains that Monzo Bank Ltd (“Monzo”) approved an overdraft he didn’t apply for and allowed transactions to be made from his account that he didn’t recognise, which they’ve held him liable for. What happened What Mr D says Mr D explained that he had his unl... (4 pages)View decision -
Decision Reference DRN-4341998
1 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4341998 The complaint Mr R 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... (4 pages)View decision -
Decision Reference DRN-4245398
30 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4245398 The complaint Mr J complains Monzo Bank Ltd hasn’t refunded three transactions he didn’t make and that it feels like it’s accusing him of making them. What happened Mr J had an account with Monzo in May 2023. Mr J says he got a notification on 4 May 2023 that a £47.50 payment h... (2 pages)View decision -
Decision Reference DRN-4457206
30 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4457206 The complaint Miss Q is unhappy that Monzo Bank Ltd won’t refund the money she lost after she fell victim to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here. But briefly, and based on the submissions of both pa... (3 pages)View decision -
Decision Reference DRN-4343011
30 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4343011 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) won’t refund transactions he didn’t make or otherwise authorise from his account. What happened Mr S opened an account with Monzo on 16 July 2022. On 5 August 2022, Mr S contacted Monzo and explained... (3 pages)View decision -
Decision Reference DRN-4435616
29 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4435616 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) won’t refund over £40,000 he lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr S fell victim to a fake job scam... (4 pages)View decision -
Decision Reference DRN-4442527
29 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4442527 The complaint Mrs M complains that Monzo Bank Ltd didn’t offer her an account after she applied to open an account. What happened In March 2023, Mrs M applied online to open a Monzo account. Monzo reviewed the application and decided it couldn’t offer Mrs M an account. Mrs M co... (2 pages)View decision -
Decision Reference DRN-4458049
28 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4458049 The complaint Ms V complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the money she lost when she was the victim of a scam. What happened Ms V is represented in this case but for ease I’ll refer to Ms V throughout this decision. What Ms V says In around April 2022 she saw ... (4 pages)View decision
