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-5186427
3 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5186427 The complaint Mr R complained because Monzo Bank Ltd refused to refund him for a transaction he said he didn’t make, and then closed his account. What happened On 6 March 2024, Mr R was on holiday abroad. He made the following undisputed transactions: - at 9.23 am, a payme... (4 pages)View decision -
Decision Reference DRN-5150132
3 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5150132 The complaint Mr G complains Monzo Bank Ltd didn’t assist him when he requested financial support. What happened Mr G complains about the lack of support provided by Monzo. He explained he asked Monzo to agree a payment plan to pay back his Flex balance, which is a credit f... (4 pages)View decision -
Decision Reference DRN-5060531
2 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5060531 The complaint Mr B has complained that Monzo Bank Ltd (“Monzo”) failed to protect him 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 I’ll... (4 pages)View decision -
Decision Reference DRN-5126447
2 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5126447 The complaint Ms A is being represented by solicitors. She’s complaining about Monzo Bank Ltd because it won’t refund money she lost as the result of fraud. What happened Sadly, at the end of 2023, Ms A fell victim to a cruel job scam. She was contacted online by someone off... (5 pages)View decision -
Decision Reference DRN-5082270
29 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5082270 The complaint Mr B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name, as well as closing his account. What happened In March 2024 Mr B was told by Monzo that they were closing his account. They also lodged a fraud-... (2 pages)View decision -
Decision Reference DRN-5178584
29 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5178584 The complaint Miss O complains Monzo Bank Ltd (Monzo) won’t refund the money she lost to a scam. What happened In July 2023, Miss O was selling an item on a well-known online selling platform (that I’ll call F). A buyer bought the item and Miss O understood they’d made a pa... (4 pages)View decision -
Decision Reference DRN-5144700
28 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5144700 The complaint Miss K complains that Monzo Bank Ltd, trading as Monzo, failed to protect her from becoming the victim of a scam and did not appropriately warn her about a payment she made from her Monzo account. To make things right Miss K would like to be compensated for her... (3 pages)View decision -
Decision Reference DRN-5023788
28 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5023788 The complaint Mrs C complains about the actions of Monzo Bank Ltd when she lost money to a scam. Mrs C is being represented by a claims management company but for ease I’ll only refer to Mrs C. What happened The detailed background to this complaint is well known to both p... (4 pages)View decision -
Decision Reference DRN-5176525
28 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5176525 The complaint X complains that Monzo Bank Ltd blocked and then closed his account with it. Monzo also delayed returning funds to him. What happened X held an account with Monzo. On 8 March 2024 Monzo wrote to X to tell him that it would be closing his account with effect fro... (2 pages)View decision -
Decision Reference DRN-4749710
27 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4749710 The complaint Mr M complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he says was lost as the result of a scam. What happened In October 2023, Mr M received a call while he was at work. The caller said they worked for Monzo and his account had been compromised. ... (3 pages)View decision
