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-4916987
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4916987 The complaint and background Mr R complains Monzo Ltd (Monzo) won’t reimburse around £1,500 that he lost when he says he fell victim to a scam. Our investigator didn’t uphold the complaint. She initially set out that she wasn’t persuaded that the payments ought to have aler... (2 pages)View decision -
Decision Reference DRN-5009896
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5009896 The complaint Mrs L is unhappy Monzo Bank Ltd won’t refund payments she made as part of an investment scam. What happened Mrs L fell victim to an investment scam. Between March and May 2022, she made several payments to an account she held with a cryptocurrency platform, bef... (2 pages)View decision -
Decision Reference DRN-5025305
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5025305 The complaint Mr M complains that Monzo Bank Ltd failed to offer him appropriate support and repeatedly increased his daily withdrawal limit when it should have been aware that he was gambling. What happened Mr M has told us that he was a gambling addict and at the time of m... (3 pages)View decision -
Decision Reference DRN-4884610
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4884610 The complaint Mr T complains on behalf of a limited company which I will refer to as A, that he as sole company director has been unable to access his business funds. This has caused A inconvenience and financial losses. What happened In December 2022 Mr T and Mr O set up a ... (4 pages)View decision -
Decision Reference DRN-5103298
24 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5103298 The complaint Mr W has complained that Monzo Bank Limited (“Monzo”) failed to protect him from falling victim to an investment-related scam. What happened I issued my provisional decision on this case earlier this month, which I’ve included an extract of below. In my provis... (4 pages)View decision -
Decision Reference DRN-5102259
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5102259 The complaint Mr A complains Monzo Bank Ltd declined an account application unfairly. What happened Mr A applied for a Monzo account, but it was declined. Mr A then applied a couple more times and was declined each time. Mr A has a respected, well-paid job and felt he met... (2 pages)View decision -
Decision Reference DRN-5003979
24 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5003979 The complaint Mr H complains that Monzo Bank Ltd didn’t do enough to prevent the loss he suffered when he was the victim of a scam. What happened The detailed background to this complaint is well known to both parties, so I’ll only provide a brief overview of some of the ke... (4 pages)View decision -
Decision Reference DRN-4765575
23 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4765575 The complaint Mr G complains that Monzo Bank Ltd (“Monzo”) failed to refund a cash withdrawal he didn’t recognise and closed his account. What happened Mr G explained that he was in a store and wanted to withdraw money (£50) via cash back. He transferred £50 from a savings a... (3 pages)View decision -
Decision Reference DRN-5019733
23 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5019733 The complaint Mr S complains that Monzo Bank Ltd won’t reimburse him after he fell victim to a safe account scam. What happened Mr C has explained that he received a phishing email from what he believed was a parcel delivery firm and, as he was expecting a parcel, provided i... (4 pages)View decision -
Decision Reference DRN-5027147
22 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5027147 The complaint Mr P has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In autumn 2023, Mr P was cold-contacted on a messaging app. He was offered a fully remote job completing relatively simple tasks in exchange for... (4 pages)View decision
