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 2125 results
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Decision Reference DRN-5227156
27 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5227156 The complaint Mr M complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr M held an account with Monzo. On 25 May 2024, the account received ... (3 pages)View decision -
Decision Reference DRN-5345606
27 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5345606 The complaint Mr S complains that Monzo Bank Ltd has refused to refund the money he’s lost as a result of a scam. What happened The parties are familiar with the details of the scam, so I’ll simply summarise what happened here. Mr S spotted an advert on social media for an i... (7 pages)View decision -
Decision Reference DRN-5119285
27 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5119285 The complaint Mr H complains that Monzo Bank Ltd unfairly blocked his account, returned an incoming payment and then closed his account. 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 ... (3 pages)View decision -
Decision Reference DRN-4854812
26 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4854812 The complaint Miss A complains that Monzo Bank Ltd (“Monzo”) didn’t do enough to protect her when she fell victim to a scam. What happened Miss A found an investment opportunity via her friend’s social media page in July 2023. She was unaware at the time that her friend’s ac... (2 pages)View decision -
Decision Reference DRN-5354315
25 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5354315 The complaint Mr O complains that Monzo Bank Ltd won’t reimburse him after he fell victim to a job scam. Mr O is professionally represented in bringing his complaint to our service, but for ease of reading I’ll refer to all submissions as being made by Mr O directly. What ha... (4 pages)View decision -
Decision Reference DRN-5296815
25 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5296815 The complaint Miss M complains that Monzo Bank Ltd didn’t advise her that the premium feature on its current accounts could only apply to a sole account and not the joint account she applied for. What happened In April 2024 Miss M began an application for a joint account wi... (3 pages)View decision -
Decision Reference DRN-5286379
25 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5286379 The complaint Miss A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A had held an account with Monzo since June 2023. In 2024 Miss A was told by Monzo that they were closing her account. This... (3 pages)View decision -
Decision Reference DRN-5336322
25 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5336322 The complaint Miss W complains that Monzo Bank Ltd (‘Monzo’) declined to reimburse over £2,000.00 that was lost when she fell victim to a cryptocurrency investment scam. What happened In the absence of any submissions from Monzo to this service, our investigator originally ... (5 pages)View decision -
Decision Reference DRN-4975790
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4975790 The complaint Mr K’s complaint is about Monzo Bank Ltd’s refusal to reimburse him money he says he lost due to a scam. Mr K is represented by CEL Solicitors in this matter. However, I will try to refer to Mr K solely in this decision for ease of reading. What happened The c... (4 pages)View decision -
Decision Reference DRN-5023145
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5023145 The complaint Mr L complains Monzo Bank Ltd (“Monzo”): Closed his account with immediate effect and without explanation. Lent to him irresponsibly when increasing his credit card account limit to £4,500. Is unfairly holding him liable for his credit card balance as it ... (6 pages)View decision
