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 2101 results
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Decision Reference DRN-5053563
25 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5053563 The complaint Ms S complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in a job scam. What happened What Ms S says: Ms S was looking for more work while she was on maternity leave – to top up her income. She was contacted by a person who said he was from a recr... (6 pages)View decision -
Decision Reference DRN-5104775
24 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5104775 The complaint Mrs V complains Monzo Bank Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened Mrs V has an account with Monzo. She has accounts with three other businesses too, who I’ll refer to as “H”, “W” and “R” throughout the rest of this... (3 pages)View decision -
Decision Reference DRN-4788445
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4788445 The complaint Mr W is unhappy that Monzo Bank Ltd won’t refund him the money he lost after he 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 in detail here. But in summa... (3 pages)View decision -
Decision Reference DRN-4916987
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4916987 The complaint and background Mr R complains Monzo Ltd (Monzo) won’t reimburse around £1,500 that he lost when he says he fell victim to a scam. Our investigator didn’t uphold the complaint. She initially set out that she wasn’t persuaded that the payments ought to have aler... (2 pages)View decision -
Decision Reference DRN-5009896
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5009896 The complaint Mrs L is unhappy Monzo Bank Ltd won’t refund payments she made as part of an investment scam. What happened Mrs L fell victim to an investment scam. Between March and May 2022, she made several payments to an account she held with a cryptocurrency platform, bef... (2 pages)View decision -
Decision Reference DRN-5025305
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5025305 The complaint Mr M complains that Monzo Bank Ltd failed to offer him appropriate support and repeatedly increased his daily withdrawal limit when it should have been aware that he was gambling. What happened Mr M has told us that he was a gambling addict and at the time of m... (3 pages)View decision -
Decision Reference DRN-4884610
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4884610 The complaint Mr T complains on behalf of a limited company which I will refer to as A, that he as sole company director has been unable to access his business funds. This has caused A inconvenience and financial losses. What happened In December 2022 Mr T and Mr O set up a ... (4 pages)View decision -
Decision Reference DRN-5103298
24 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5103298 The complaint Mr W has complained that Monzo Bank Limited (“Monzo”) failed to protect him from falling victim to an investment-related scam. What happened I issued my provisional decision on this case earlier this month, which I’ve included an extract of below. In my provis... (4 pages)View decision -
Decision Reference DRN-5102259
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5102259 The complaint Mr A complains Monzo Bank Ltd declined an account application unfairly. What happened Mr A applied for a Monzo account, but it was declined. Mr A then applied a couple more times and was declined each time. Mr A has a respected, well-paid job and felt he met... (2 pages)View decision -
Decision Reference DRN-5003979
24 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5003979 The complaint Mr H complains that Monzo Bank Ltd didn’t do enough to prevent the loss he suffered when he was the victim of a scam. 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 the ke... (4 pages)View decision
