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-5033050
23 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5033050 The complaint Mrs M has complained that Monzo Bank Ltd (“Monzo”) failed to prevent her from an investment-related 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 summarise the key points and t... (3 pages)View decision -
Decision Reference DRN-4851250
23 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4851250 The complaint Mr B has complained that Monzo Bank Ltd did not do enough to support him with his gambling addiction. What happened Mr B has a long standing gambling addiction. He thought that the pattern of transactions on his bank account should have prompted Monzo to step i... (4 pages)View decision -
Decision Reference DRN-4982704
20 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4982704 The complaint Mr N complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in an investment scam. What happened What Mr N says: Mr N says he saw a video on YouTube about an investment opportunity involving crypto currency. He filled out a contact form and was contac... (5 pages)View decision -
Decision Reference DRN-4967663
20 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4967663 The complaint Ms A complains about the way in which Monzo Bank Ltd handled her concerns about a transaction she didn’t recognise. Ultimately this led to the bank closing her account with it. What happened Ms A had an account with Monzo. The account included a “Flex” option, ... (2 pages)View decision -
Decision Reference DRN-4764699
20 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4764699 The complaint Mr S complains that Monzo Bank Ltd closed his account and registered a Cifas marker against him by without due cause What happened Mr S opened an account with Monzo Bank Ltd in April 2023. On 24 May 2023 at around 11pm Mr S received a £180 payment into his bank... (4 pages)View decision -
Decision Reference DRN-4727343
19 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4727343 Complaint Miss C is unhappy that Monzo Bank Ltd didn’t refund her after she was a victim of fraud. Background In April 2023, Miss C visited a bar in a country she was visiting as a tourist. She bought several drinks for her and her friends during that evening. However, she&#... (3 pages)View decision -
Decision Reference DRN-5007164
19 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5007164 The complaint Mr K complains that Monzo Bank Ltd have failed to refund £5,850 he says he lost to a crypto investment scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the point. I... (3 pages)View decision -
Decision Reference DRN-4966037
19 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4966037 The complaint Mr S has complained that Monzo won’t refund the money he lost when he purchased a car from an online marketplace, which stopped working shortly after. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it ... (2 pages)View decision -
Decision Reference DRN-5030455
19 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5030455 The complaint Mr and Mrs S complain that Monzo Bank Ltd won’t refund the money they lost when they were the victims of a scam. What happened In August 2023, Mr S received a phone call from someone who said they worked for Monzo and told him fraudulent payments had been atte... (8 pages)View decision -
Decision Reference DRN-4960841
19 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4960841 The complaint Mr S complains that Monzo Bank Ltd incorrectly showed transactions on the shared tab he’d set up with his partner. What happened Mr S holds a current account with Monzo. He uses the shared tab feature offered by Monzo’s app, which enables him to upload informa... (3 pages)View decision
