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-5074848
11 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5074848 The complaint Mr M has complained that Monzo Bank Ltd won’t refund transactions he says he didn’t make or otherwise authorise. Mr M is also unhappy Monzo closed his account and the service he received. What happened Mr M held a current account and a business account with M... (5 pages)View decision -
Decision Reference DRN-5046757
9 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5046757 The complaint Mr S complains Monzo Bank Ltd unfairly applied an adverse fraud marker against him in 2022. Mr S says Monzo’s actions have caused him substantive distress and inconvenience as his main bank account has been closed and he is unable to get credit. What happened T... (5 pages)View decision -
Decision Reference DRN-4983342
6 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4983342 The complaint Mrs W is unhappy that Monzo Bank Ltd didn’t reimburse her after she fell victim to a scam. Background In November 2023, Mrs W received an unsolicited text message offering her a remote job opportunity. At the time, Mrs W was seeking ways to increase her income,... (4 pages)View decision -
Decision Reference DRN-5112856
6 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5112856 The complaint Mr G complains that Monzo Bank Ltd failed to adequately protect him when he was falling victim to a scam and hasn’t refunded him since reporting it. What happened The background to this complaint is well-known to all parties and so I’ll be brief in my summary o... (3 pages)View decision -
Decision Reference DRN-5004124
6 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5004124 The complaint Mr U complains that Monzo Bank Ltd (Monzo”) closed his account, with immediate effect. Mr U would like Monzo to allow him to open a new account as he wants to use Monzo’s banking services again. What happened In April 2024, Mr U opened an account with Monzo. ... (2 pages)View decision -
Decision Reference DRN-5081687
6 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5081687 The complaint Mr M is unhappy that Monzo Bank Ltd won’t reimburse him money he lost to an investment fraud. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefly below. Mr M discovered an investment opportunity thro... (4 pages)View decision -
Decision Reference DRN-5193985
6 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5193985 The complaint Mr B has complained that Monzo Bank Ltd registered a fraud marker against him. What happened In early 2024, Mr B opened a Monzo account. Shortly afterwards, he began receiving and passing on a series of payments. Some of the funds were found to have come from f... (2 pages)View decision -
Decision Reference DRN-5111709
5 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5111709 The complaint Miss N complains Monzo Bank Ltd didn’t do enough to protect her when she fell victim to consecutive scams. What happened Miss N has an account with Monzo. She also has a savings account with another business who I’ll refer to as “H” throughout the rest of this ... (2 pages)View decision -
Decision Reference DRN-5192333
5 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5192333 The complaint Mrs A is unhappy that Monzo Bank Ltd won’t refund the money she’s lost to a scam. What’s happened? Mrs A has fallen victim to an employment scam. She says she spoke to a representative of a business I’ll refer to as ‘S’, and they told her she could earn money b... (4 pages)View decision -
Decision Reference DRN-5137113
5 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5137113 Complaint Mrs K is unhappy that Monzo Bank Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background In June 2023, Mrs K fell victim to a job scam. She was introduced to a job opportunity by a colleague of her husband. This job promised remote and ... (3 pages)View decision
