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-3442444
20 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3442444 The complaint Mr R complains that Monzo Bank Ltd stopped him from making payments for cryptocurrency. He is also unhappy with the waiting times when trying to contact the bank. What happened Mr R says he opened an account with Monzo in July 2021 in orde... (3 pages)View decision -
Decision Reference DRN-3505185
17 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3505185 The complaint Mr S complains that Monzo Bank Ltd won’t refund money he says he lost as a result of a scam What happened Mr S found a laptop he wished to purchase listed on a popular online marketplace. He and the seller exchanged messages. After requesting and receiving a pictu... (4 pages)View decision -
Decision Reference DRN-3372319
16 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3372319 The complaint Mr F is unhappy that Monzo Bank Ltd won’t refund transactions that were made when he fell victim to a ‘safe account’ bank impersonation scam. What happened In August 2020, Mr F received a text message purporting to be from Monzo. It said there was a £1,200 transac... (10 pages)View decision -
Decision Reference DRN-3546513
16 Jun 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3546513 The complaint Mr G has complained that Monzo Bank Ltd registered a marker against him at CIFAS, the national fraud database. What happened In March 2021, Mr G’s Monzo account was used to receive and pass on fraudulent funds. The funds were sent on to a cryptocurrency platform. ... (3 pages)View decision -
Decision Reference DRN-3495972
14 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3495972 The complaint Mr H 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 all here. But briefly, both parties ... (4 pages)View decision -
Decision Reference DRN-3465049
14 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3465049 The complaint Mr K 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 all here. But briefly, both parties ... (4 pages)View decision -
Decision Reference DRN-3378113
13 Jun 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3378113 The complaint Mr M complains that Monzo Bank Ltd didn’t reimburse a cash withdrawal that he says wasn’t dispensed correctly. What happened In April 2021, Mr M was abroad. He says he tried to withdraw money from a cash machine. He wanted to withdraw 2,000 units of the local curr... (3 pages)View decision -
Decision Reference DRN-3428367
8 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3428367 The complaint Mrs M has complained that Monzo Bank Ltd registered a marker against her at CIFAS, the national fraud database. What happened In January 2021, Mrs M received some payments that she then passed on. It turned out these were fraudulent funds. Monzo closed Mrs M’s acc... (3 pages)View decision -
Decision Reference DRN-3463607
8 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3463607 The complaint Miss C is unhappy that Monzo Bank Ltd won’t refund her after she lost money to a purchase scam. Background Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that in July 2021 Miss C made... (5 pages)View decision -
Decision Reference DRN-3354945
7 Jun 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3354945 The complaint Mr L complains that Monzo Bank Ltd declined his application for an account and then misled him about its reasons for doing so. What happened In October 2020 Mr L applied online for a Monzo account. His application was declined, and Mr L received a message from Mon... (2 pages)View decision
