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-3922402
29 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3922402 The complaint Mr P complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse him the money he lost after he fell victim to an ‘authorised push payment’ (“APP”) scam. In bringing his complaint to this service, Mr P is being represented. For ease, I will refer to Mr P throughout my... (6 pages)View decision -
Decision Reference DRN-4215059
29 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4215059 The complaint Miss Y is unhappy that Monzo Bank Ltd won’t refund the money she lost after she fell victim to a scam. What happened I issued my provisional decision on this complaint on 31 May 2023. The background and circumstances of the case and the reasons why I was minded to... (6 pages)View decision -
Decision Reference DRN-3979971
28 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3979971 The complaint Miss K says Monzo Bank Ltd (“Monzo”), didn’t do enough to help when she fell victim to a an ‘authorised push payment’ (“APP”) investment scam. She says Monzo should reimburse her for the money she lost. What happened As both parties are familiar with the circumsta... (6 pages)View decision -
Decision Reference DRN-4034649
28 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4034649 The complaint Miss R complains that Monzo Bank Ltd took too long to return money in her bank account. She’s also unhappy about how Monzo handled her loan repayments whilst her account was blocked and says that the bank unfairly recorded a default marker on her credit file. What... (7 pages)View decision -
Decision Reference DRN-4211103
27 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4211103 The complaint Mr A is unhappy that Monzo Bank Ltd won’t reimburse payments to his account that he was coerced into making by a group of people. What happened Mr A was approached by a group of people he didn’t know (“the group”) and was coerced, under threat of physical violence... (2 pages)View decision -
Decision Reference DRN-3879035
26 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3879035 The complaint Ms K complains that Monzo Bank Ltd (Monzo) has refused to refund the money she has lost following her falling victim to a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary Ms K ... (3 pages)View decision -
Decision Reference DRN-4088471
23 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4088471 The complaint Mr D has complained that the gambling block added to his account by Monzo Bank Ltd (“Monzo”) failed to stop gambling transactions from leaving his account. Background Mr D has an account with Monzo. In May 2021 he contacted the bank to make it aware he had a compu... (2 pages)View decision -
Decision Reference DRN-4182754
23 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4182754 The complaint Miss S has complained that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing her with an overdraft she couldn’t afford. She says Monzo acted unfairly by continuing to apply charges to her account when she was in financial difficulty. What happened Miss S h... (3 pages)View decision -
Decision Reference DRN-3817685
23 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3817685 The complaint Mr M complains that Monzo Bank Ltd won’t refund money he lost as a result of a scam. What happened Mr M says he regularly receives text messages advertising loans and prize draws. He decided to follow a link contained within one of those messages – which claimed h... (3 pages)View decision -
Decision Reference DRN-3976915
22 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3976915 The complaint Miss O complains Monzo Bank Ltd (“Monzo”) closed her account and reported a fraud prevention marker against her. What happened On 4 May 2022 Miss O’s account received a payment of £10,000. All the money was immediately transferred to third parties. Monzo’s interna... (3 pages)View decision