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 2152 results
-
Decision Reference DRN-3662240
24 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3662240 The complaint Mrs K complains that Monzo Bank Ltd didn’t treat her fairly when she fell victim to two investment scams in 2021. What happened In January 2021, Mrs K saw an advert which appeared to show celebrities endorsing cryptocurrency investments. A pensioner at the time, s... (6 pages)View decision -
Decision Reference DRN-3713906
24 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3713906 The complaint Mr S complains that Monzo Bank Ltd won’t refund a disputed transaction made from his account. He’d like a refund and compensation for the inconvenience caused to him. What happened Mr S has an account with Monzo. On 21 March 2022 a payment of £2,705 was made from ... (2 pages)View decision -
Decision Reference DRN-3770370
23 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3770370 The complaint Mr A complains he was the victim of an investment scam and that Monzo Bank Ltd didn’t do enough to stop that happening or to recover his money. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief ove... (2 pages)View decision -
Decision Reference DRN-3664584
22 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3664584 The complaint Mr A is unhappy that Monzo Bank Ltd won’t refund the money he lost after he fell victim to a scam. What happened The circumstances which led to this complaint are well-known to both parties and have been clearly laid out in our Investigator’s view. So I won’t repe... (3 pages)View decision -
Decision Reference DRN-3490975
21 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3490975 The complaint Mr M is unhappy Monzo Bank Ltd won’t reimburse him the money he’s lost after he fell victim to a scam. Mr M in bringing his complaint to our service is being represented by solicitors. For ease, I will refer to Mr M throughout this decision. What happened Mr M had... (7 pages)View decision -
Decision Reference DRN-3603915
21 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3603915 The complaint Mr N complains that Monzo Bank Ltd closed his bank account and loaded a negative fraud marker against him. He’d like the marker removed and compensation for the impact on him. What happened Mr N had an account with Monzo. On 13 February 2021 Mr N received a paymen... (2 pages)View decision -
Decision Reference DRN-3692121
18 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3692121 The complaint Miss P complains that Monzo Bank Ltd did not refund a payment she says she did not authorise. What happened Miss P advertised her sofa for sale on a website and received interest from a potential buyer. The buyer sent Miss P a link and explained she would receive ... (3 pages)View decision -
Decision Reference DRN-3766854
16 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3766854 The complaint Ms H complains that Monzo Bank Ltd (‘Monzo’) did not reimburse the money she transferred to a fraudster. What happened Ms H’s complaint was brought to this service by a representative. As the account is in Ms H’s name, I’ll mainly refer to Ms H in this decision. W... (5 pages)View decision -
Decision Reference DRN-3496000
15 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3496000 The complaint Mr B complains Monzo Bank Ltd didn’t reimburse the money he lost when he fell victim to a property rental scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail here. In brief, both parties accept that Mr... (4 pages)View decision -
Decision Reference DRN-3682523
14 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3682523 The complaint Miss A complains that Monzo closed her account and registered a Cifas marker against her without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not repeat every detail here. But in summary, in April 2021, a p... (3 pages)View decision
