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 2131 results
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Decision Reference DRN-4716729
19 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4716729 The complaint Mrs N 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 all in detail here. But in ... (6 pages)View decision -
Decision Reference DRN-5130411
19 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5130411 The complaint Miss E complains Monzo Bank Ltd unfairly closed her accounts and recorded a default on her credit file. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Miss E held two accounts with ... (4 pages)View decision -
Decision Reference DRN-5094339
18 Dec 2024 Monzo Bank Ltd Not upheldConsumer CreditDRN-5094339 The complaint Mr A complains that Monzo Bank Ltd treated him unfairly by defaulting his current account. What happened On 1 October 2023, Monzo emailed Mr A to say it had decided to close his current account on 2 December 2023. On 28 November 2023, Monzo sent Mr A a message ... (4 pages)View decision -
Decision Reference DRN-4947258
18 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4947258 Complaint Miss V is unhappy that Monzo Bank Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background In late September 2023, Miss V was contacted by a recruiter. They claimed to hire for a company I’ll refer to as F. Miss V was not looking for a j... (4 pages)View decision -
Decision Reference DRN-5219776
18 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5219776 The complaint Miss C has complained that Monzo Bank Ltd are holding her liable for money she lost after falling victim to a scam. What happened Miss C received a text about a parcel delivery. As she was waiting for a parcel, she clicked the link and entered her details. Foll... (4 pages)View decision -
Decision Reference DRN-5210880
18 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5210880 The complaint Mrs K complains that Monzo Bank Ltd didn’t do more to protect her when she fell victim to a job scam. What happened The facts of this complaint are well known to both parties, so I will not repeat them again here in great detail. The facts are not in dispute so... (3 pages)View decision -
Decision Reference DRN-5217276
17 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5217276 The complaint Mr T complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost after he fell victim to a scam. He’s asked Monzo to reimburse his loss, along with interest and £250 compensation. What happened Both parties are aware of the circumstances of the compl... (4 pages)View decision -
Decision Reference DRN-5200347
17 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5200347 The complaint Mr R complains that Monzo Bank Ltd won’t refund him after he lost money to a job scam. What happened On 19 September 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any more evidence and arguments befo... (6 pages)View decision -
Decision Reference DRN-4963689
16 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4963689 The complaint Ms B has complained Monzo Bank Ltd did nothing to intervene and stop payments she made which turned out to be part of a cryptocurrency investment scam. What happened In 2023 Ms B approached a crypto investment company after seeing an advert on social media. Som... (3 pages)View decision -
Decision Reference DRN-4893292
16 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4893292 The complaint Mr D has complained Monzo Bank Ltd did nothing to intervene and stop payments he made which turned out to be part of a cryptocurrency investment scam. What happened In 2023 Mr D was approached out of the blue and presented with investment opportunities. Someone... (3 pages)View decision
