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-5016436
19 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5016436 The complaint Ms M complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in an investment scam. What happened What Ms M says: Ms M is represented by a third-party claims firm. She says she was introduced to an investment opportunity with a firm (which I will c... (7 pages)View decision -
Decision Reference DRN-5060238
18 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5060238 Complaint Miss S is unhappy that Monzo Bank Ltd didn’t refund her after she fell victim to a scam. Background In June 2024, Miss S received a phone call from an individual claiming to work for Monzo. The caller led her through what appeared to be a legitimate security proces... (3 pages)View decision -
Decision Reference DRN-5092501
18 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5092501 The complaint Miss B has complained that Monzo bank acted irresponsibly when it provided her with a number of different credit facilities, including an overdraft in 2021. This decision will only consider what happened in relation to Miss B’s overdraft facility as her concer... (4 pages)View decision -
Decision Reference DRN-5046281
18 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5046281 The complaint Mr T complains that Monzo Bank Ltd have failed to refund £4,022.82 he says he lost to a crypto investment scam. Mr T is being supported in his complaint by a representative – but for ease, I’ll refer to Mr T throughout this decision. The details of this complai... (3 pages)View decision -
Decision Reference DRN-5059782
17 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5059782 The complaint Mr T is unhappy with Monzo Bank Ltd. He said the bank failed to identify his vulnerability and didn’t protect him from his gambling addiction. What happened Mr T said he was a problem gambler and has been gambling for more than two decades. He said he prioriti... (3 pages)View decision -
Decision Reference DRN-4976899
17 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4976899 The complaint Ms M complains that Monzo bank Ltd won’t refund the money she lost after falling victim to a scam. Ms M is represented in this complaint by a solicitor. But for simplicity I will refer to Ms M throughout this decision, even when referencing what her representa... (2 pages)View decision -
Decision Reference DRN-4901304
17 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4901304 The complaint In summary, Mrs A complains that Monzo Bank Ltd unfairly recorded a default on her credit file in relation to an overdraft facility. She’s also unhappy with the general level of service she received. What happened Mrs A had an overdraft with Monzo. To repay wh... (4 pages)View decision -
Decision Reference DRN-5079891
16 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5079891 The complaint Mr N complains that Monzo Bank Ltd won’t reimburse him after he fell victim to a job scam. Mr N is professionally represented in bringing his complaint to our service. However, for ease of reading I’ll refer to all submissions as being made by Mr N directly. Wh... (5 pages)View decision -
Decision Reference DRN-5078047
16 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5078047 Complaint In August 2023, Mr A fell victim to a scam. He’d been searching for an online job to supplement his income. He had shared his CV on several recruitment sites and soon received a message from someone claiming to recruit for a “data optimisation” role. Mr A was told ... (2 pages)View decision -
Decision Reference DRN-4833909
16 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4833909 Complaint Miss L is unhappy that Monzo Bank Ltd didn’t pay her a refund after she told it she’d fallen victim to a scam. Background Miss L was the victim of an impersonation scam that took place in July 2023. She was in the process of purchasing a home and had transferred fu... (3 pages)View decision
