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-4793731
15 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4793731 The complaint Mr J complains that Monzo Bank Ltd hasn’t refunded payments on his account that he’s reported as unauthorised. What happened Mr J is unhappy that Monzo has held him liable for two payments that were made from his account as part of a bank impersonation scam. Mr... (3 pages)View decision -
Decision Reference DRN-5138915
15 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5138915 The complaint Mr H complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr H received a... (3 pages)View decision -
Decision Reference DRN-5052491
14 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5052491 The complaint Miss A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A had held an account with Monzo since October 2021. In 2024 Miss A was told by Monzo that they were closing her account. T... (2 pages)View decision -
Decision Reference DRN-5143089
14 Nov 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-5143089 The complaint Mr C complains that Monzo Bank Ltd lent irresponsibly when it approved his loan application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr C applied for a loan with Monzo in Septemb... (3 pages)View decision -
Decision Reference DRN-5106580
14 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5106580 The complaint Mr W complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr W has an account with Monzo that he says he opened during this scam at the suggestion of the scam. Mr W says he decided to invest in crypto... (2 pages)View decision -
Decision Reference DRN-5007143
13 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5007143 The complaint Mr M complains Monzo Bank Ltd registered a fraud marker at Cifas, the national fraud database. He doesn’t think it’s done so fairly. What happened A summary of what happened is below. Mr M held an account with Monzo. On 13 January 2024, the account received a... (3 pages)View decision -
Decision Reference DRN-4827113
13 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4827113 The complaint Miss H complains that Monzo Bank Ltd (Monzo) hasn’t fully refunded payments totalling £2,700 made from her account in January 2024. She’s also unhappy with how Monzo dealt with things. What happened The background to this complaint is well known to both parti... (4 pages)View decision -
Decision Reference DRN-5135629
13 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5135629 The complaint Ms W has complained that Monzo Bank Ltd (“Monzo”) refused to allow her to make an early withdrawal from a fixed term Savings Pot. What happened Ms W opened a fixed term Savings Pot on 1 November 2023. The terms of the Savings Pot meant that Ms W was unable to ... (5 pages)View decision -
Decision Reference DRN-4834182
12 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4834182 The complaint Miss T complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost when she fell victim to a scam. What happened Miss T was approached via a messaging app by someone who offered her a job opportunity with a company I’ll call H in this decision. The ... (3 pages)View decision -
Decision Reference DRN-5067455
12 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5067455 The complaint Mr M complains Monzo Bank Ltd unfairly closed his account without notice and withheld funds. Mr M says this caused him significant distress and inconvenience. What happened The detailed background of this complaint is well known to both parties. So, I’ll only ... (3 pages)View decision
