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-4105394
12 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4105394 The complaint Mr G is unhappy that Monzo Bank Ltd placed a fraud marker against his name. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Mr G held a bank account with Monzo. In February 2021, Monzo receiv... (2 pages)View decision -
Decision Reference DRN-3980644
12 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3980644 The complaint Mr O complains Monzo Bank Ltd added his details to a fraud database. What happened Mr O received a payment into his Monzo account. Monzo was contacted by the sending bank and told the payment had been raised as fraudulent by the sender. Monzo closed Mr O’s account... (2 pages)View decision -
Decision Reference DRN-4083608
11 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4083608 The complaint Mr W complains about the interest rate Monzo Bank Ltd (“Monzo”) charged for his overdraft. What happened Mr W opened an account with Monzo with a small overdraft. Mr W recently had his overdraft limit increased to £2,000 the maximum Monzo provides. Monzo advertise... (2 pages)View decision -
Decision Reference DRN-3995536
10 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3995536 The complaint Mr S complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him from becoming the victim of a scam and would like Monzo to refund him the money he has lost as a result of being scammed. What happened Mr S came across an advert on Facebook f... (5 pages)View decision -
Decision Reference DRN-3734029
5 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3734029 The complaint Mr R complains that Monzo Bank Ltd won’t refund him the money he lost when he fell victim to a purchase scam. What happened Both sides are aware of the circumstances of the complaint. But I will begin by briefly summarising what happened. Mr R holds a current acco... (4 pages)View decision -
Decision Reference DRN-3978509
3 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3978509 The complaint Miss E complains that Monzo Bank Ltd didn’t do enough to protect her from losing money to an investment scam. What happened Miss E has explained that in 2021 she made the following payments using her Monzo debit card for what she thought was a legitimate investmen... (3 pages)View decision -
Decision Reference DRN-3737676
3 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3737676 The complaint Miss S is unhappy that Monzo Bank Ltd won’t refund money she lost as a result of a scam. What happened Miss S thought that she’d been contacted by a celebrity (that I’ll call C) on a popular social media website. They exchanged messages for several weeks, but each... (3 pages)View decision -
Decision Reference DRN-4070729
3 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4070729 The complaint Miss T is unhappy that Monzo Bank Ltd won’t refund a payment she made as part of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reason... (2 pages)View decision -
Decision Reference DRN-3600048
2 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3600048 The complaint Miss W is unhappy Monzo Bank Ltd won’t refund transactions she didn’t make. What happened Miss W was contacted by someone about a booking she’d recently made with Booking.com. They told her the card she’d used hasn’t passed the system check and she’d need to try ... (3 pages)View decision -
Decision Reference DRN-3514321
28 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3514321 The complaint Miss U complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary Miss U started co... (4 pages)View decision
