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 2651 results
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Decision Reference DRN-4403657
2 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4403657 The complaint Mr M complains that Monzo Bank Ltd are holding him liable for transactions on his account which he didn’t make. 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 ... (4 pages)View decision -
Decision Reference DRN-4329507
31 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4329507 The complaint Mr S complains that Monzo Bank Ltd refuses to refund the money he lost to an investment scammer. What happened In October 2022, Mr S was introduced to an investment company I’ll call ‘C’ by an individual (the scammer) he’d met on a dating website. The scammer exp... (4 pages)View decision -
Decision Reference DRN-3213761
21 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3213761 The complaint Miss S complains about Monzo Bank Ltd closing her bank account without giving a reason. What happened Miss S held a personal bank account with Monzo and between December 2020 and August 2021 she liaised with Monzo due to some difficulties with her account. These i... (2 pages)View decision -
Decision Reference DRN-4492684
21 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4492684 Complaint Mr C is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background In August 2023, Mr C paid £618 to an individual selling a DJ controller on a popular social media site. He was told the goods would be sent to him, but he didn’t receiv... (2 pages)View decision -
Decision Reference DRN-4230889
21 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4230889 The complaint Miss G complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. Miss G is being represented by a third party. To keep things simple, I will refer to Miss G throughout my decision. What happened The background of ... (4 pages)View decision -
Decision Reference DRN-4510280
21 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4510280 The complaint Mr A complains that Monzo Bank Ltd (“Monzo”) won’t refund over £11,000 he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr A fell victim to a fake job scam af... (4 pages)View decision -
Decision Reference DRN-4497840
20 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4497840 Complaint Miss A is unhappy that Monzo Bank Ltd didn’t reimburse her after she fell victim to a scam. Background In mid-2023, Miss A was contacted on social media by someone promoting an investment opportunity. In order to persuade her that the opportunity was a genuine one, th... (4 pages)View decision -
Decision Reference DRN-4169965
20 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4169965 The complaint Mr R complains that Monzo Bank Ltd (“Monzo”) won’t refund over £13,000 he lost as part of a cryptocurrency investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Mr R ... (3 pages)View decision -
Decision Reference DRN-4502743
20 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4502743 The complaint Mr V complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost after falling victim to an investment scam. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. In summary, Mr V in October... (4 pages)View decision -
Decision Reference DRN-4506161
19 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4506161 The complaint Ms C complains that Monzo Bank Ltd (Monzo) is holding her liable for payments which she didn’t authorise. What happened In April 2023, Ms C was selling an item via an online marketplace (D). She received an email, seemingly from D, notifying her they had found a b... (3 pages)View decision