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 1868 results
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Decision Reference DRN-4935229
14 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4935229 The complaint Mr C complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of 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. Mr C tells us t... (3 pages)View decision -
Decision Reference DRN-5329994
13 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5329994 The complaint Mr I complains that Monzo Bank Ltd unfairly loaded a CIFAS marker under his name. What happened Around February last year, Monzo loaded a CIFAS marker under Mr I’s name following the immediate closure of his account. This was in response to a report it received... (3 pages)View decision -
Decision Reference DRN-5280335
13 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5280335 The complaint Mr G complains about Monzo Bank Plc (Monzo) when he attempted payments using his Monzo account, and the subsequent service he received. What happened The specifics of what happened are well known to both parties, so for ease of reading, I will summarise the key... (2 pages)View decision -
Decision Reference DRN-5328439
13 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5328439 The complaint Miss F complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties. As a result, I don’t intend to set these out in detail he... (5 pages)View decision -
Decision Reference DRN-4964429
12 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4964429 The complaint Mr Y complains that Monzo Bank blocked and closed his account in February 2024 without explanation. He says this caused him panic and impacted his mental health. He would like his Monzo account to be re-opened and to be paid compensation for the time he spent t... (3 pages)View decision -
Decision Reference DRN-4741143
12 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4741143 The complaint Mr O complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in an investment scam. What happened What Mr O says: Mr O received a message on WhatsApp from someone offering to set him up on a trading platform and provide him with a mentor who could teac... (6 pages)View decision -
Decision Reference DRN-4788138
12 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4788138 The complaint and background Mr S complains Monzo Bank Ltd won’t reimburse the money he lost when he fell victim to a scam. Mr S met an individual online and struck up a friendship with her. He spoke to the individual for a few weeks before she began helping him to invest in... (2 pages)View decision -
Decision Reference DRN-4820908
12 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4820908 The complaint Miss X complains Monzo Bank Ltd has not dealt fairly with her chargeback requests and closed her account. What happened Miss X had an account with Monzo. Miss X made chargeback claims to Monzo for five payments totalling £967 which were made from her Monzo ba... (4 pages)View decision -
Decision Reference DRN-4942900
12 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4942900 The complaint Miss A complains that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost as a result of an employment scam. She’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Miss A throughout this decision. What happened The backgroun... (8 pages)View decision -
Decision Reference DRN-4796387
12 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4796387 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost as a result of a scam. He’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Mr A throughout this decision. What happened The background to this complaint... (3 pages)View decision
