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-5046281
18 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5046281 The complaint Mr T complains that Monzo Bank Ltd have failed to refund £4,022.82 he says he lost to a crypto investment scam. Mr T is being supported in his complaint by a representative – but for ease, I’ll refer to Mr T throughout this decision. The details of this complai... (3 pages)View decision -
Decision Reference DRN-5059782
17 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5059782 The complaint Mr T is unhappy with Monzo Bank Ltd. He said the bank failed to identify his vulnerability and didn’t protect him from his gambling addiction. What happened Mr T said he was a problem gambler and has been gambling for more than two decades. He said he prioriti... (3 pages)View decision -
Decision Reference DRN-4976899
17 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4976899 The complaint Ms M complains that Monzo bank Ltd won’t refund the money she lost after falling victim to a scam. Ms M is represented in this complaint by a solicitor. But for simplicity I will refer to Ms M throughout this decision, even when referencing what her representa... (2 pages)View decision -
Decision Reference DRN-4901304
17 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4901304 The complaint In summary, Mrs A complains that Monzo Bank Ltd unfairly recorded a default on her credit file in relation to an overdraft facility. She’s also unhappy with the general level of service she received. What happened Mrs A had an overdraft with Monzo. To repay wh... (4 pages)View decision -
Decision Reference DRN-5079891
16 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5079891 The complaint Mr N complains that Monzo Bank Ltd won’t reimburse him after he fell victim to a job scam. Mr N is professionally represented in bringing his complaint to our service. However, for ease of reading I’ll refer to all submissions as being made by Mr N directly. Wh... (5 pages)View decision -
Decision Reference DRN-5078047
16 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5078047 Complaint In August 2023, Mr A fell victim to a scam. He’d been searching for an online job to supplement his income. He had shared his CV on several recruitment sites and soon received a message from someone claiming to recruit for a “data optimisation” role. Mr A was told ... (2 pages)View decision -
Decision Reference DRN-4833909
16 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4833909 Complaint Miss L is unhappy that Monzo Bank Ltd didn’t pay her a refund after she told it she’d fallen victim to a scam. Background Miss L was the victim of an impersonation scam that took place in July 2023. She was in the process of purchasing a home and had transferred fu... (3 pages)View decision -
Decision Reference DRN-4931709
16 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4931709 The complaint Ms V complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in su... (4 pages)View decision -
Decision Reference DRN-5027522
15 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5027522 The complaint Mr L has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr L was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record with CIFA... (2 pages)View decision -
Decision Reference DRN-4851857
15 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4851857 The complaint Mr N has complained Monzo Bank Ltd won’t refund him for seven transactions he didn’t authorise. What happened Early one morning in March Mr N noticed a number of transactions on his Monzo account which had taken place on an overseas public transport system. The... (2 pages)View decision
