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-5117590
21 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5117590 The complaint Mr D is unhappy about Monzo Bank Ltd. He said it failed to provide correct details about a direct debit set up wrongly on his bank account. Mr D asked Monzo to provide written details so he could show his local council what had happened to his payment. Monzo s... (4 pages)View decision -
Decision Reference DRN-4947670
21 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4947670 The complaint Mr F complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr F has an account with Monzo and other businesses who I’ll refer to as “R” and “B” respectively throughout the rest of this decision. He’s b... (2 pages)View decision -
Decision Reference DRN-5095322
20 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5095322 The complaint Ms E complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened Ms E came across an investment opportunity while she was... (4 pages)View decision -
Decision Reference DRN-5093152
20 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5093152 The complaint Mr L complains Monzo Bank Ltd (Monzo) didn’t provide him with any notice before it closed his bank account. What happened Mr L says he held a bank account with Monzo and without any notice he was told his bank account was being closed in January 2023. Mr L does... (2 pages)View decision -
Decision Reference DRN-5157107
19 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5157107 The complaint Miss E has complained that Monzo Bank Ltd registered a fraud marker against her. What happened In early 2024, Miss E received and passed on funds which were later reported to have come from fraud. In response to their initial questions, Miss E told Monzo she’d ... (3 pages)View decision -
Decision Reference DRN-5062604
18 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5062604 The complaint Mr S complains that Monzo Bank Ltd hasn’t refunded the money he lost when he fell victim to a scam. What happened In July 2023 Mr S noticed an item had been added to his basket on a shopping website. Mr S says he looked for a contact number for the shopping si... (4 pages)View decision -
Decision Reference DRN-4833529
18 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4833529 The complaint Mr S complains that Monzo Bank Ltd (Monzo) won’t refund him money he lost in a fake job scam. Mr S is represented by a third party, but for ease of reading, I’ll refer only to him. What happened The facts of this complaint are well known to both parties, so I... (3 pages)View decision -
Decision Reference DRN-5152947
18 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5152947 The complaint Mrs S complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known... (5 pages)View decision -
Decision Reference DRN-4862476
15 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4862476 The complaint Mr M complains that Monzo Bank Ltd (Monzo) have unfairly applied a fraud prevention marker against him. He’d like it removed. Mr M is represented by his mother, Mrs M. What happened The facts of this complaint are well known to both parties, so I’ve only provid... (3 pages)View decision -
Decision Reference DRN-5149678
15 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5149678 The complaint Mr D complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a safe account scam. What happened Mr D has an account with Monzo and an account with an electronic money institution who I’ll refer to as “R” throughout the rest of this decis... (3 pages)View decision
