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-5082630
15 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5082630 The complaint Mr T is unhappy with the functionality of the Monzo Bank Ltd banking app. What happened Mr T received a refund from a merchant into his Monzo account. But the merchant accidentally refunded Mr T twice, and so then reclaimed the duplicate refund from Mr T’s Monz... (2 pages)View decision -
Decision Reference DRN-4882758
14 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4882758 The complaint Mr C complains that Monzo Bank Ltd won’t reimburse him after he fell victim to an investment scam. Mr C is professionally represented in bringing his complaint to our service, but for ease of reference I’ll refer to all submissions as being made by Mr C directl... (4 pages)View decision -
Decision Reference DRN-5054655
11 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5054655 The complaint Miss B complains that Monzo Bank Ltd hasn’t helped her get access to money that was placed in a savings account. What happened In October 2023, a Savings Pot was opened in Miss B’s name. The same day it was opened, she contacted Monzo about this to say that she... (3 pages)View decision -
Decision Reference DRN-4957297
11 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4957297 The complaint Mr G has complained that Monzo Bank Ltd (“Monzo”) failed to recognise and warn him about payments he made as part of a scam, which have left him out of pocket. What happened The background of this complaint is already known to both parties, so I won’t repeat a... (5 pages)View decision -
Decision Reference DRN-5011640
11 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5011640 The complaint Mr H complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In March 2022, Mr H received a text message from a woman he’d never been contacted by before and which appeared to be intended for someone else. H... (2 pages)View decision -
Decision Reference DRN-4985095
10 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4985095 The complaint Mr V complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in a job scam. What happened What Mr V says: Mr V says he was looking for a part time job and was contacted on WhatsApp by someone claiming to be from a recruitment agency, offering him a par... (5 pages)View decision -
Decision Reference DRN-5069423
10 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5069423 The complaint Miss R complains that Monzo Bank Ltd has not refunded money that she lost to an investment scam. What happened Miss R was added to a chat group which appeared to be for people investing in cryptocurrency. Initially, Miss R was not interested, but some months l... (3 pages)View decision -
Decision Reference DRN-4901574
9 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4901574 The complaint Mr F complains Monzo Bank Ltd treated him unfairly when he tried to open a new account. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr F had a Monzo account which closed in April ... (3 pages)View decision -
Decision Reference DRN-4925417
8 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4925417 The complaint Ms B complains that Monzo Bank Ltd won’t reimburse her after she fell victim to a job scam. Ms B is professionally represented in bringing her complaint to our service. However, for ease of reference, I’ll refer to all submissions as being made by Ms B directly... (6 pages)View decision -
Decision Reference DRN-4956012
8 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4956012 The complaint Mr S has complained about Monzo Bank Ltd’s decision to increase the limit on his ‘Flex’ account with Monzo, which provided running account credit for transactions Mr S made on his current account, which was also held with Monzo. Mr S has experienced financial d... (8 pages)View decision
