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 1858 results
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Decision Reference DRN-5112856
6 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5112856 The complaint Mr G complains that Monzo Bank Ltd failed to adequately protect him when he was falling victim to a scam and hasn’t refunded him since reporting it. What happened The background to this complaint is well-known to all parties and so I’ll be brief in my summary o... (3 pages)View decision -
Decision Reference DRN-5004124
6 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5004124 The complaint Mr U complains that Monzo Bank Ltd (Monzo”) closed his account, with immediate effect. Mr U would like Monzo to allow him to open a new account as he wants to use Monzo’s banking services again. What happened In April 2024, Mr U opened an account with Monzo. ... (2 pages)View decision -
Decision Reference DRN-5081687
6 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5081687 The complaint Mr M is unhappy that Monzo Bank Ltd won’t reimburse him money he lost to an investment fraud. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefly below. Mr M discovered an investment opportunity thro... (4 pages)View decision -
Decision Reference DRN-5193985
6 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5193985 The complaint Mr B has complained that Monzo Bank Ltd registered a fraud marker against him. What happened In early 2024, Mr B opened a Monzo account. Shortly afterwards, he began receiving and passing on a series of payments. Some of the funds were found to have come from f... (2 pages)View decision -
Decision Reference DRN-5111709
5 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5111709 The complaint Miss N complains Monzo Bank Ltd didn’t do enough to protect her when she fell victim to consecutive scams. What happened Miss N has an account with Monzo. She also has a savings account with another business who I’ll refer to as “H” throughout the rest of this ... (2 pages)View decision -
Decision Reference DRN-5192333
5 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5192333 The complaint Mrs A is unhappy that Monzo Bank Ltd won’t refund the money she’s lost to a scam. What’s happened? Mrs A has fallen victim to an employment scam. She says she spoke to a representative of a business I’ll refer to as ‘S’, and they told her she could earn money b... (4 pages)View decision -
Decision Reference DRN-5137113
5 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5137113 Complaint Mrs K is unhappy that Monzo Bank Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background In June 2023, Mrs K fell victim to a job scam. She was introduced to a job opportunity by a colleague of her husband. This job promised remote and ... (3 pages)View decision -
Decision Reference DRN-5189228
5 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5189228 The complaint Miss S complains that Monzo Bank Ltd hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well known to all parties, so I’ll briefly summarise the circumstances here. Miss S receive a call from a withheld number... (4 pages)View decision -
Decision Reference DRN-5188391
4 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5188391 The complaint Miss A complains Monzo Bank Ltd registered a fraud marker at CIFAS, the national fraud database. She doesn’t think it’s done so fairly. What happened I issued a provisional decision on this case, inviting both parties to let me have any further comments before... (5 pages)View decision -
Decision Reference DRN-5188837
4 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5188837 The complaint Miss B complains Monzo Bank Ltd only refunded a portion of the funds she lost. What happened In summary, Miss B says she lost over £40,000 while in a coercive relationship with an ex- partner. Miss B complained as she said Monzo did not provide any support tho... (3 pages)View decision
