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-3319788
18 May 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3319788 The complaint Mr P complains that Monzo Bank Ltd didn’t send him his statement history when he closed his account. He said that because he didn’t have this financial information, he wasn’t able to take up new rented accommodation. So he wanted Monzo to pay £500 for this. What h... (3 pages)View decision -
Decision Reference DRN-3389658
13 May 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3389658 The complaint Miss R complains that Monzo Bank Ltd has registered a fraud marker at CIFAS the national fraud database. What happened Miss R says that her account was ‘hacked’ and that she wasn’t responsible for payments to her account on 23 April 2021. She says that the CIFAS m... (2 pages)View decision -
Decision Reference DRN-3330647
12 May 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3330647 The complaint Mr B is unhappy that Monzo Bank Ltd won’t refund the money he’s lost to a scam. What happened Mr B saw an advert for a laptop computer on a social media online marketplace. On 28 June 2020, Mr B made contact with the seller and the following day made a payment of ... (4 pages)View decision -
Decision Reference DRN-3411798
11 May 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3411798 The complaint Miss F complains that Monzo Bank Ltd won’t refund money she lost as the result of a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all in detail here. But in summary and based on the submissions of both par... (3 pages)View decision -
Decision Reference DRN-3294600
9 May 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3294600 The complaint Mrs M complains Monzo Bank Ltd won’t reimburse money she lost when she fell victim to a scam. The full details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll recap the key points and focus on giving reasons for m... (2 pages)View decision -
Decision Reference DRN-3431292
6 May 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3431292 The complaint Mr E complains Monzo Bank Ltd unfairly recorded a Cifas marker against him on the national fraud database. He wants the marker removed. What happened Mr E is a minor and is represented by his father in bringing this complaint. Mr E opened a Monzo account in Novemb... (5 pages)View decision -
Decision Reference DRN-3295640
4 May 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3295640 The complaint Mr F complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened Mr F was called by someone claiming to be an investment broker and asked if he wanted to make money from bitcoin. Unfortunately, we now know the calle... (5 pages)View decision -
Decision Reference DRN-3390912
3 May 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3390912 The complaint Mr D complains that Monzo Bank Ltd (“Monzo”) have failed to refund over £6,000 that he lost as part of an investment scam. The details of this complaint are well known to both parties, so I do not intend to repeat everything again here. Instead, I will focus on gi... (2 pages)View decision -
Decision Reference DRN-3205020
29 Apr 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3205020 The complaint Ms C is unhappy that Monzo Bank Ltd won’t refund a transaction she didn’t make or authorise when she was the victim of a scam. What happened On 30 June 2020 Ms C received an email from a retailer explaining that her payment card information may have been leaked to... (7 pages)View decision -
Decision Reference DRN-3384593
29 Apr 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3384593 The complaint Miss K complains that Monzo Bank Ltd (‘Monzo’), didn’t do enough to prevent her loss when she sent money to five accounts held at Monzo as a result of a scam. What happened The background of this complaint is well known to both parties. So I’ll only provide an ove... (5 pages)View decision
