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-4789955
14 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4789955 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly in increasing his overdraft limit which he couldn’t afford. Mr S also complained about a personal loan which Monzo provided to him. But we’ve already explained that we’re considering that complai... (4 pages)View decision -
Decision Reference DRN-4962828
14 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4962828 The complaint Mr H complains that Monzo Bank Ltd did not close his account when he asked them to, and they provided him with poor customer service. What happened Mr H says he sent Monzo a letter on 7 October 2023 to ask them to close his account, and correct errors they made... (3 pages)View decision -
Decision Reference DRN-4695195
12 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4695195 The complaint Mrs W is unhappy that Monzo Bank Ltd decided not to refund her after she’d been the victim of a scam. Mrs W is bringing her complaint using a claims management company which I’ll refer to as K. What happened Mrs W decided to invest in a company I’ll refer to ... (6 pages)View decision -
Decision Reference DRN-4779255
12 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4779255 The complaint Miss B complains that Monzo Bank Ltd closed her account and registered a Cifas marker against her without due cause. What happened Miss B opened an account with Monzo Bank Ltd on 13 August 2021. The account remained unused until 5 September 2022 when several p... (3 pages)View decision -
Decision Reference DRN-4782809
9 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4782809 Complaint Mr C is unhappy that Monzo Bank Ltd didn’t refund him after he fell victim to a scam. Background The background to this case is well known to the parties so I only intend to summarise it briefly here. In September 2023, Mr C fell victim to a scam. A friend of his r... (3 pages)View decision -
Decision Reference DRN-4952114
9 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4952114 The complaint Miss S complains Monzo Bank Ltd treated her unfairly when payments into her account were disputed. What happened Miss S had an account with Monzo which has been closed since this complaint. In August 2023 Miss S received three payments totalling £650 which she ... (2 pages)View decision -
Decision Reference DRN-4956737
9 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4956737 The complaint Mr H complains Monzo Bank Ltd (Monzo) won’t refund the money he lost when he fell victim to a scam. What happened In 2022, Mr H saw a social media advert for an investment opportunity, which appeared to be endorsed by a well-known public figure. He contacted th... (5 pages)View decision -
Decision Reference DRN-4612426
9 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4612426 The complaint Mrs B complains that Monzo Bank Ltd won’t refund the money she lost as a result of a job scam. Mrs B has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For consistency, I’ll refer to Mrs B... (9 pages)View decision -
Decision Reference DRN-4658095
8 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4658095 The complaint Mr M complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he lost. What happened The details of what happened should be familiar to both parties, so I ... (5 pages)View decision -
Decision Reference DRN-4807579
8 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4807579 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he fell victim to a scam. What happened Mr A has a professional representative but as the account with Monzo is in his name I’ll refer to Mr A throughout my decision. Mr A says th... (4 pages)View decision
