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 2129 results
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Decision Reference DRN-4435194
3 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4435194 The complaint Mr R is unhappy that Monzo Bank Ltd won’t refund money he lost as a result of a scam. What happened On 13 October 2023, I wrote to both parties with my provisional findings. I wanted to give both sides a chance to provide any further evidence and arguments before ... (4 pages)View decision -
Decision Reference DRN-4247247
3 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4247247 The complaint Mr S complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In November 2022, Mr S came across an advert for an investment company online. He says he had been thinking about investing, and so provided the compa... (4 pages)View decision -
Decision Reference DRN-4094209
2 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4094209 The complaint Ms M is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund money she lost as a result of a scam. What happened A long-term friend borrowed money from Ms M to invest with her new partner, who I will call B. B purported to be an experienced trader with the London St... (3 pages)View decision -
Decision Reference DRN-4366131
1 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4366131 The complaint Mr T 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... (5 pages)View decision -
Decision Reference DRN-4396559
31 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4396559 The complaint Mr P 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-4396667
30 Oct 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4396667 The complaint Mrs B complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded her after she fell victim to a scam. What happened Mrs B is represented in this case but for ease I’ll refer to Mrs B throughout this decision. Mrs B says that she moved to the UK and was looking for wo... (3 pages)View decision -
Decision Reference DRN-4423045
27 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4423045 The complaint Ms R complains that Monzo Bank Ltd (Monzo) wouldn’t refund money she lost in an investment scam. What happened What Ms R says: In 2021, Ms R was looking for ways to improve her financial security and, in the longer term, to be able to leave money to her grown up c... (9 pages)View decision -
Decision Reference DRN-4421898
26 Oct 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4421898 The complaint Mr A complains that Monzo Bank Ltd blocked access to his account without notice and without telling him why it had done so. What happened Mr A opened an account with Monzo a few years ago. On 8 July 2022 Monzo blocked the account, so that Mr A could not use it to ... (2 pages)View decision -
Decision Reference DRN-4318987
26 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4318987 Complaint Mr H is unhappy that Monzo Bank Ltd didn’t refund the money he lost when he fell victim to a scam. Background In July 2022, Mr H fell victim to an investment scam. He noticed posts on a social media platform by an influencer who recommended investing with a particular... (3 pages)View decision -
Decision Reference DRN-4271726
26 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4271726 The complaint Mr K complains that Monzo Bank Ltd won’t refund over £4,000 he lost to an investment scam. What happened Mr K is represented in this complaint by a solicitor but for simplicity I will largely refer just to Mr K, even when referencing what his representatives have ... (3 pages)View decision
