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 1792 results
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Decision Reference DRN-5007955
6 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5007955 The complaint Mrs K complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded her the money she lost in a scam. What happened I’m not going to cover all the points raised in detail. The view of 16 August 2024 covered the details of Mrs K’s testimony. But briefly Mrs K says sh... (5 pages)View decision -
Decision Reference DRN-5123603
6 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5123603 The complaint Mr H has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In March 2023 Mr H closed his account with Monzo after receiving a credit of £140 and transferring this out. Monzo then lodged a f... (2 pages)View decision -
Decision Reference DRN-5195800
6 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5195800 The complaint Mr M complained about the service provided by Monzo Bank Ltd (‘Monzo’) in relation to a transfer he wanted to make from his Monzo account to his account held with another bank. What happened Mr M attempted to transfer £5,000 from his Monzo account, using Monzo... (4 pages)View decision -
Decision Reference DRN-4769815
3 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4769815 The complaint Mrs K has complained that Monzo Bank Limited (“Monzo”) failed to protect her from falling victim to a cryptocurrency-related investment scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But... (5 pages)View decision -
Decision Reference DRN-4926063
2 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4926063 The complaint Ms K complains that Monzo Bank closed her account with immediate effect and without providing her with an explanation. This caused her inconvenience and stress. She would like an explanation as to why her account was closed, compensation for the distress and in... (3 pages)View decision -
Decision Reference DRN-5236379
2 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5236379 The complaint Miss M has complained that Monzo Bank Ltd are holding her liable for unauthorised payments and a debt taken out fraudulently in her name. What happened In September 2021, Miss M tried to close her Monzo account. The account had, by that point, become effectivel... (4 pages)View decision -
Decision Reference DRN-5151170
2 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5151170 The complaint Miss I complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP) 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... (7 pages)View decision -
Decision Reference DRN-5105932
31 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5105932 The complaint Mrs H complains that Monzo Bank Ltd (“Monzo”) won’t refund money she lost when she fell victim to an employment scam. Mrs H is being represented by solicitors in this complaint. What happened Mrs H fell victim to an employment scam in the summer of 2023. She ... (5 pages)View decision -
Decision Reference DRN-4770975
31 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4770975 The complaint Ms B complains that Monzo Bank Ltd registered a fraud prevention marker against her without due cause. What happened In April 2023, Ms B received three payments into her account totalling £820. The funds were then quickly withdrawn from an ATM and transferred o... (3 pages)View decision -
Decision Reference DRN-5100909
30 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5100909 The complaint Mr D complains that Monzo Bank Ltd (“Monzo”) closed his account and unfairly lodged a marker against him with a fraud prevention agency. What happened Mr D has explained that Monzo contacted him about some payments he didn’t recognise. He told Monzo that someon... (4 pages)View decision
