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 1735 results
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Decision Reference DRN-4957297
11 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4957297 The complaint Mr G has complained that Monzo Bank Ltd (“Monzo”) failed to recognise and warn him about payments he made as part of a scam, which have left him out of pocket. What happened The background of this complaint is already known to both parties, so I won’t repeat a... (5 pages)View decision -
Decision Reference DRN-5011640
11 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5011640 The complaint Mr H complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In March 2022, Mr H received a text message from a woman he’d never been contacted by before and which appeared to be intended for someone else. H... (2 pages)View decision -
Decision Reference DRN-4985095
10 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4985095 The complaint Mr V complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in a job scam. What happened What Mr V says: Mr V says he was looking for a part time job and was contacted on WhatsApp by someone claiming to be from a recruitment agency, offering him a par... (5 pages)View decision -
Decision Reference DRN-5069423
10 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5069423 The complaint Miss R complains that Monzo Bank Ltd has not refunded money that she lost to an investment scam. What happened Miss R was added to a chat group which appeared to be for people investing in cryptocurrency. Initially, Miss R was not interested, but some months l... (3 pages)View decision -
Decision Reference DRN-4901574
9 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4901574 The complaint Mr F complains Monzo Bank Ltd treated him unfairly when he tried to open a new account. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr F had a Monzo account which closed in April ... (3 pages)View decision -
Decision Reference DRN-4925417
8 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4925417 The complaint Ms B complains that Monzo Bank Ltd won’t reimburse her after she fell victim to a job scam. Ms B is professionally represented in bringing her complaint to our service. However, for ease of reference, I’ll refer to all submissions as being made by Ms B directly... (6 pages)View decision -
Decision Reference DRN-4956012
8 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4956012 The complaint Mr S has complained about Monzo Bank Ltd’s decision to increase the limit on his ‘Flex’ account with Monzo, which provided running account credit for transactions Mr S made on his current account, which was also held with Monzo. Mr S has experienced financial d... (8 pages)View decision -
Decision Reference DRN-4985396
8 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4985396 The complaint Mr A complains about information recorded by Monzo Bank Ltd (“Monzo”) on his credit report. What happened In August 2018 Mr A transferred money from another account into his Monzo account. The money didn’t appear in the account as expected, and at the time Mr... (3 pages)View decision -
Decision Reference DRN-4936389
7 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4936389 The complaint Mr M complains that Monzo Bank Ltd unfairly closed his account and that it didn’t return the full balance that remained at the time. What happened In August last year, following an earlier decision to close Mr M’s account with two months’ notice - Monzo decided... (2 pages)View decision -
Decision Reference DRN-4998767
7 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4998767 The complaint Mr R has complained Monzo Bank Ltd did nothing to help when he ended up paying a fraudster for a holiday. What happened At the end of 2023 into 2024, Mr R was the victim of a scam. He was looking to book an overseas holiday and googled to find his normal travel... (3 pages)View decision
