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 2125 results
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Decision Reference DRN-4267004
26 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4267004 The complaint Mrs T complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost in a scam. What happened Mrs T is represented in this complaint but for ease I’ll mainly refer to Mrs T. Mrs T says that she saw a link on a local social media page to an article from a ... (6 pages)View decision -
Decision Reference DRN-4195847
26 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4195847 The complaint Mr G complains that Monzo bank Ltd closed blocked and closed his bank account. He is also unhappy that Monzo have not sent him copies of his account statements and wants compensation. What happened Mr G had an account with Monzo. In July 2022, Monzo reviewed Mr G’... (3 pages)View decision -
Decision Reference DRN-3994421
26 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3994421 The complaint Mr and Mrs H complain that Monzo Bank Ltd (‘Monzo’) haven’t refunded them after they were the victims of a scam. What happened Mr and Mrs H have a joint account with Monzo. As it was Mrs H who fell victim to the scam, I’ll mainly refer to her in this decision. On ... (4 pages)View decision -
Decision Reference DRN-4209368
24 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4209368 The complaint Miss R has complained that Monzo Bank Ltd registered a marker against her at CIFAS, the national fraud database. What happened Both sides are most familiar with the case, so I’ll summarise what happened in brief. In March 2021, Miss R’s Monzo account received a cr... (4 pages)View decision -
Decision Reference DRN-4258788
21 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4258788 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In late 2021, a friend of Mr M’s introduced him to an app they had been using. The app allowed users to buy different packages of tasks – which were t... (5 pages)View decision -
Decision Reference DRN-4249078
20 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4249078 The complaint Miss R complains that Monzo Bank Ltd (“Monzo”) refuses to refund her losses after she fell victim to a scam. Miss R is represented by a claims management company. What happened Miss R saw a link online for an advert for a cryptocurrency company. She saw some revie... (4 pages)View decision -
Decision Reference DRN-3963950
19 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3963950 The complaint Mr O complains that Monzo Bank Ltd added a marker about him to CIFAS, the national fraud database, when it closed his account. What happened Mr O says that he found out about the marker when he tried to open an account elsewhere. He says he wasn’t involved in any ... (4 pages)View decision -
Decision Reference DRN-4250878
18 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4250878 The complaint Mr M complained because Monzo Bank Limited refused to refund him for payments from his account, which he said he hadn’t authorised. What happened On 1 June 2022, a payment of £1.04 debited Mr M’s Monzo account, followed immediately by another for £24.26. There wer... (4 pages)View decision -
Decision Reference DRN-3808004
17 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3808004 The complaint Mr O has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In summer 2021, Mr O was looking to invest and found some cryptocurrency websites, who offered 25% returns over four days. He felt they were genuin... (4 pages)View decision -
Decision Reference DRN-3719388
14 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3719388 The complaint Ms G complains that Monzo Bank Ltd (’Monzo’) won’t refund money she lost as a result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In summary... (4 pages)View decision
