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-4975072
26 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4975072 The complaint Mrs M complains that Monzo Bank Ltd (“Monzo”) didn’t do enough to protect her when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in full here. Instead, I’ll summarise what hap... (3 pages)View decision -
Decision Reference DRN-4962427
26 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4962427 The complaint Mr P complains that Monzo Bank Ltd hasn’t refunded one of two payments he says he didn’t make from his bank account. What happened Mr P received a call about a fraudulent Amazon purchase on his account. Using his laptop, he followed instructions from the caller... (3 pages)View decision -
Decision Reference DRN-5125984
26 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5125984 The complaint Mr H is being represented by solicitors. He’s complaining about Monzo Bank Ltd because it won’t refund money he lost as the result of fraud. What happened Sadly, Mr H has fallen victim to a cruel investment scam. In November 2023, after he was introduced to wha... (5 pages)View decision -
Decision Reference DRN-4863330
25 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4863330 The complaint Mrs B has complained Monzo Bank Ltd won’t refund her after she was the victim of a scam. What happened In January 2024, Mrs B was selling items on an online reselling website. Her card details were compromised, and she was conned into authenticating a foreign p... (2 pages)View decision -
Decision Reference DRN-5096946
25 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5096946 The complaint Mr S has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In March 2024 Mr S was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record wit... (2 pages)View decision -
Decision Reference DRN-4672110
22 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4672110 The complaint Miss H complains about Monzo Bank Ltd. She says that Monzo didn’t do enough to protect her when she fell victim to a scam and would like Monzo to refund her the money she has lost. What happened Miss H works in a gym and was providing personal training for an... (3 pages)View decision -
Decision Reference DRN-5123714
22 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5123714 The complaint Mr P, through a representative, complains that Monzo Bank Ltd won’t refund £5,965 that he lost as the result of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. In summary, Mr P made four ... (6 pages)View decision -
Decision Reference DRN-5117648
22 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5117648 The complaint F, a limited company, complains that Monzo Bank Ltd blocked and then closed its bank account. What happened F opened an account with Monzo in June 2024. In July 2024, F received a payment from the personal account of one of its directors. It then tried to pay t... (3 pages)View decision -
Decision Reference DRN-5034948
22 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5034948 The complaint Mr R complains that Monzo Bank Ltd hasn’t reimbursed money he lost to a scam. What happened The background to this complaint is well-known to both parties, with the circumstances having been discussed at length. First, through Monzo’s own complaint handling pro... (3 pages)View decision -
Decision Reference DRN-5074524
21 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5074524 The complaint Mr F has complained Monzo Bank Ltd won’t refund him for two debit card transactions made to a holiday company. Mr F didn’t get the service he was expecting and didn’t know about the second payment taken. What happened In December 2023 Mr F was going abroad with... (3 pages)View decision
