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 1715 results
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Decision Reference DRN-4985588
27 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4985588 The complaint Miss M is unhappy that Monzo Bank Ltd reported adverse information to her credit file. What happened Miss M made three payments totaling £402.50 which she later reported to Monzo as a scam. The largest of these payments was £302.50. When Miss M reported this p... (3 pages)View decision -
Decision Reference DRN-4794309
27 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4794309 The complaint Mr A complains that Monzo Bank Ltd won’t refund him after he fell victim to a scam. Mr A is professionally represented in bringing his complaint, but for ease of reference, I’ll refer to all submissions as being made by Mr A directly. What happened Mr A has exp... (5 pages)View decision -
Decision Reference DRN-4906866
27 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4906866 The complaint Miss G complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of an investment scam. Miss G is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only ref... (10 pages)View decision -
Decision Reference DRN-4956681
23 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4956681 The complaint Miss E complains about Monzo Bank Ltd. She says that Monzo didn’t do enough to protect her when she became the victim of a scam and would like it to refund her the money she has lost. What happened Miss E was introduced to a cryptocurrency investment scam via... (3 pages)View decision -
Decision Reference DRN-4909127
22 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4909127 The complaint Miss D has complained that Monzo Bank Ltd (‘Monzo’) acted irresponsibly when it provided her with an overdraft and then went on to increase the overdraft limits. She says the overdraft was unaffordable and has asked for all interest and charges incurred on the... (4 pages)View decision -
Decision Reference DRN-4661179
21 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4661179 The complaint Mr B complains that Monzo Bank Ltd refused to reimburse him after he fell victim to a job scam. What happened Mr B has explained that he received contact from who he believed was a recruitment company (but was in fact a fraudster) via an instant messaging app, ... (4 pages)View decision -
Decision Reference DRN-4978150
21 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4978150 The complaint Ms L complains that Monzo Bank Ltd won’t refund £2,865 she lost in a bank impersonation scam in December 2023. What happened The background of this complaint is well known to both parties, so I won’t repeat everything again here. In brief, Ms L says she recei... (2 pages)View decision -
Decision Reference DRN-4861516
21 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4861516 The complaint Miss K complains that Monzo Bank Ltd applied interest to her account when it had been agreed that she would receive a month breathing space. It then put her on a one-year repayment plan which she hadn’t agreed to. What happened Miss K has a Flex account with Mo... (3 pages)View decision -
Decision Reference DRN-4772612
20 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4772612 The complaint Miss W complains Monzo Bank LTD (“Monzo”) refuses to refund her for transactions on her account she didn’t authorise. What happened Miss W says her phone, card details and account details had been compromised and money was taken from her account without her con... (2 pages)View decision -
Decision Reference DRN-4935569
20 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4935569 The complaint Mr C complains Monzo Bank Ltd (“Monzo”) closed his account and did so without explanation. To put things right, Mr C wants his account reopened; a detailed explanation for why Monzo took the actions it did; and compensation for the distress and inconvenience he... (3 pages)View decision
