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
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Decision Reference DRN-3660340
30 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3660340 Complaint Mr M is unhappy that Monzo Bank Ltd (“Monzo”) registered a fraud prevention marker against him. Background In September 2021, Mr M’s account received a £9,800.00 payment. £4,800.00 of the funds were immediately transferred to another of Mr M’s accounts and £4,800.00 w... (3 pages)View decision -
Decision Reference DRN-3588369
24 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3588369 The complaint Mr A complains Monzo Bank Ltd didn’t reimburse the money he lost when he was tricked into paying for an item he did not receive. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail here. But briefly, both pa... (3 pages)View decision -
Decision Reference DRN-3636324
24 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3636324 The complaint Miss B complains Monzo Bank Ltd didn’t reimburse the money she lost when she was the victim of an advance fee scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail here. But briefly, both parties accept ... (4 pages)View decision -
Decision Reference DRN-3410817
24 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3410817 The complaint Miss W complains that Monzo Bank Ltd (Monzo) didn’t do enough to protect her from falling victim to a scam. She thinks it should reimburse her losses of £33,000. What happened The details of this complaint are well known to both parties, so I won’t repeat them aga... (3 pages)View decision -
Decision Reference DRN-3604054
23 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3604054 The complaint Mr S complains that Monzo Bank Ltd has registered a marker at CIFAS the national fraud database. What happened Mr S says he was asked by someone from college to open an account in May 2021. And that he allowed that account to be used by this person and would benef... (3 pages)View decision -
Decision Reference DRN-3649210
23 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3649210 The complaint Ms F complains that Monzo Bank Ltd has treated her unfairly in relation to voice recording for identification purposes and giving her access to her account. What happened I considered this complaint and issued my provisional decision on 27 July 2022. Here’s a copy... (4 pages)View decision -
Decision Reference DRN-3648894
23 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3648894 Complaint Mr M is unhappy that Monzo Bank Ltd (“Monzo”) has refused to reopen his account. Background In April 2022, Mr M notified Monzo that he’d moved to the United States of America (“US”) and as a result wanted to open a US Monzo account. Mr M was told that he couldn’t have... (2 pages)View decision -
Decision Reference DRN-3438367
22 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3438367 The complaint Mr A complains that Monzo Bank Ltd hasn’t reimbursed him for unauthorised payments that were sent from his account. What happened The full details of this complaint are known to both parties, so I won’t repeat them again here. Instead, I’ll recap the key points an... (3 pages)View decision -
Decision Reference DRN-3520900
22 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3520900 The complaint Miss J complains that Monzo Bank Ltd (Monzo) won’t reimburse money she lost when she fell victim to an investment scam. What happened Miss J was looking to learn to trade and – in September 2020 – came across a company called 365CapitalMarkets. She phoned the comp... (5 pages)View decision -
Decision Reference DRN-3546277
19 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3546277 The complaint G, a limited company, complains that Monzo Bank Ltd didn’t make the features of its ‘Plus’ service clear and that it didn’t cancel this on request. What happened G is represented by its director who also has a personal account with Monzo Bank. He says that he want... (2 pages)View decision
