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-5189228
5 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5189228 The complaint Miss S complains that Monzo Bank Ltd hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well known to all parties, so I’ll briefly summarise the circumstances here. Miss S receive a call from a withheld number... (4 pages)View decision -
Decision Reference DRN-5188391
4 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5188391 The complaint Miss A complains Monzo Bank Ltd registered a fraud marker at CIFAS, the national fraud database. She doesn’t think it’s done so fairly. What happened I issued a provisional decision on this case, inviting both parties to let me have any further comments before... (5 pages)View decision -
Decision Reference DRN-5188837
4 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5188837 The complaint Miss B complains Monzo Bank Ltd only refunded a portion of the funds she lost. What happened In summary, Miss B says she lost over £40,000 while in a coercive relationship with an ex- partner. Miss B complained as she said Monzo did not provide any support tho... (3 pages)View decision -
Decision Reference DRN-5186427
3 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5186427 The complaint Mr R complained because Monzo Bank Ltd refused to refund him for a transaction he said he didn’t make, and then closed his account. What happened On 6 March 2024, Mr R was on holiday abroad. He made the following undisputed transactions: - at 9.23 am, a payme... (4 pages)View decision -
Decision Reference DRN-5150132
3 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5150132 The complaint Mr G complains Monzo Bank Ltd didn’t assist him when he requested financial support. What happened Mr G complains about the lack of support provided by Monzo. He explained he asked Monzo to agree a payment plan to pay back his Flex balance, which is a credit f... (4 pages)View decision -
Decision Reference DRN-5060531
2 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5060531 The complaint Mr B has complained that Monzo Bank Ltd (“Monzo”) failed to protect him from falling victim to a cryptocurrency-related investment scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll... (4 pages)View decision -
Decision Reference DRN-5126447
2 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5126447 The complaint Ms A is being represented by solicitors. She’s complaining about Monzo Bank Ltd because it won’t refund money she lost as the result of fraud. What happened Sadly, at the end of 2023, Ms A fell victim to a cruel job scam. She was contacted online by someone off... (5 pages)View decision -
Decision Reference DRN-5082270
29 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5082270 The complaint Mr B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name, as well as closing his account. What happened In March 2024 Mr B was told by Monzo that they were closing his account. They also lodged a fraud-... (2 pages)View decision -
Decision Reference DRN-5178584
29 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5178584 The complaint Miss O complains Monzo Bank Ltd (Monzo) won’t refund the money she lost to a scam. What happened In July 2023, Miss O was selling an item on a well-known online selling platform (that I’ll call F). A buyer bought the item and Miss O understood they’d made a pa... (4 pages)View decision -
Decision Reference DRN-5144700
28 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5144700 The complaint Miss K complains that Monzo Bank Ltd, trading as Monzo, failed to protect her from becoming the victim of a scam and did not appropriately warn her about a payment she made from her Monzo account. To make things right Miss K would like to be compensated for her... (3 pages)View decision
